Patient Engagement - Salford Royal Emergency Department

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Summary of report content

Healthwatch Salford were invited by Salford Royal hospital to take part in their testing of an Urgent Treatment Centre.  Healthwatch worked with the hospital on a survey to gather feedback from patients gather following treatment within the test. The questions explored the non-medical reasons why patients had presented themselves to the emergency department in the first place and whether they made this decision because they were unable to get access to their own GP.

Findings

  • Over 4 days, they spoke with 101 people.
  • Most people said it was their own choice to seek treatment from the Emergency Department
  • The average time they had to wait to be seen over the 4 days ranged from 11 to 18 minutes
  • 54% had visited the Emergency Department before
  • Virtually all would recommend the care they got from the Emergency Department.  Overall the comments received from patients were positive, mentioning the speed and organisation of staff, along with praise to the staff team for being friendly, approachable and understandable.

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General details

Report title 
Patient Engagement - Salford Royal Emergency Department
Local Healthwatch 
Healthwatch Salford
Date of publication 
Thursday, 5 December, 2019
Date evidence capture began 
Friday, 31 August, 2018
Date evidence capture finished 
Monday, 8 October, 2018
Type of report 
Patient experience
Key themes 
Access
Communication between staff and patients
Quality of care
Quality of staffing
Staff levels
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5064

Methodology and approach

Was the work undertaken at the request of another organisation? 
Yes
What type of organisation requested the work 
Service Provider
Primary research method used 
Engagement event
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 
Accident & emergency
Urgent and emergency care services 
Accident & emergency
Urgent care services

Details of people who shared their views

Number of people who shared their views 
101
Age group 
All people 18 and over
Gender 
Not known
Ethnicity 
Mixed / multiple ethnic groups
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
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? 
Positive

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No

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.