Mystery shop exercise completed at Chesterfield Royal Hospital

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Summary of report content

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General details

Report title 
Mystery shop exercise completed at Chesterfield Royal Hospital
Local Healthwatch 
Healthwatch Derbyshire
Date of publication 
Tuesday, 20 August, 2019
Type of report 
Report
Key themes 
Access
Booking appointments
Building and facilities
Car parking cccess
Car parking charges
Communication between staff and patients
Digitalisation of services
Information providing
Staff attitudes
Staff levels
Staff training
Support
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-4722

Methodology and approach

Was the work undertaken at the request of another organisation? 
Yes
What type of organisation requested the work 
Service Provider
If this work has been done in partnership, who is the partner? 
Chesterfield Royal Hospital
Primary research method used 
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Secondary care services 
Ophthalmology

Details of people who shared their views

Number of people who shared their views 
Unknown
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact

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.