Patient Awareness of Urgent Care and Out of Hours Services in Middlesbrough, Redcar and Cleveland

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Summary of report content

Healthwatch Middlesbrough and Healthwatch Redcar & Cleveland created a report about the patient awareness of urgent care and out of hours services in the South Tees area. They conducted a survey to evaluate patient and public awareness of urgent care and out of hours services within South Tees and to determine if people are aware of alternative pathways available to them. They received 308 responses to a survey and created the report and made recommendations from what the results told them. Key findings: 83% of respondents knew what do if they needed to see a GP out of normal hours. A total of 94% of respondents knew about the NHS non emergency number. Although 94% of those questioned had heard of the NHS 111 non emergency number, there were a number of respondents with a limited understanding of under what circumstances it would be used for. 59% of the people that we spoke to had heard about the new GP Hubs. When we carried out this survey, the leaflet explaining the changes had already been delivered to homes throughout the South Tees. Many patients informed them that they had not, or did not, realise they had received the information through the door. Those patients who had received and read the leaflet informed them that it had been placed within a free magazine or newspaper. They made six recommendations as a result of the findings.

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General details

Report title 
Patient Awareness of Urgent Care and Out of Hours Services in Middlesbrough, Redcar and Cleveland
Local Healthwatch 
Healthwatch Middlesbrough
Healthwatch Redcar & Cleveland
Date of publication 
Thursday, 1 June, 2017
Type of report 
Key themes 
Booking appointments
Waiting time to be seen once arrived at appointment
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? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice
Out of hours
NHS 111
Urgent care services
Urgent and emergency care services 
NHS 111
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Does the information include other people's views? 
Not known
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
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
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.