Experiences of out of hours Palliative Care in Shropshire, Telford & Wrekin

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Summary of report content

Healthwatch Shropshire, and Healthwatch Telford and Wrekin, decided to ask those on a palliative care pathway and those supporting them to share their experiences with out of hours services through an online survey. They heard from 72 people.

When contacting out of hours service ShropDoc, or NHS 111, the majority of respondents were helped by having a medical professional call them back. Most commonly, the wait for a call back was between 15 – 30 minutes.

88% of respondents were very satisfied with the service provided, and 67% stated the staff had a good understanding of the local health services.

Both ShropDoc and the West Midlands Ambulance Service have been invited to provide a response to this report. Due to the pressure both services are under because of the pandemic, these have not yet been received.

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General details

Report title 
Experiences of out of hours Palliative Care in Shropshire, Telford & Wrekin
Local Healthwatch 
Healthwatch Shropshire
Healthwatch Telford & Wrekin
Date of publication 
Tuesday, 1 December, 2020
Date evidence capture began 
Wednesday, 1 July, 2020
Date evidence capture finished 
Monday, 30 November, 2020
Type of report 
Key themes 
Digitalisation of services
Integration of services
Service delivery organisation and staffing
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 

Details of health and care services included in the report

Primary care services 
Out of hours
NHS 111
Secondary care services 
Urgent and emergency care services 
NHS 111
Urgent care services

Details of people who shared their views

Age group 
25-64 years
65-85 years
85 +
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.