Patient/Carer responses about Berkshire Health Foundation NHS Trusts Urgent Care Response TeamDownload (PDF 545KB)
Summary of report content
Healthwatch Wokingham undertook interviews with 19 people who had used the Urgent Community Response Team provided by Berkshire Healthcare NHS Foundation Trust.
The service was found to be caring, responsive and valued. The attitude of staff was very important to everyone we spoke to. The first visit from the Urgent Community Response team happens at a time when people are often feeling anxious and in turmoil or pain. Carers also found the first visit re-assuring.
People valued the time that the team spent with them. Everyone thought that they stayed long enough to address their needs.
Care that was adapted to the needs of the individual was identified as a key component of satisfaction with the service. People felt that the Urgent Community Response team had gone ‘above and beyond’ to make sure someone was safe in their home.
Everyone would recommend the service to others.
It mattered to people that they didn’t have to repeat their story. By understanding the history in advance, the Urgent Community Response team were able to quickly address the issue.
While most people were happy with the equipment they received, there were some individuals who were experiencing challenges because of unavailable or unsuitable equipment.
Remembering what has happened and making sense of future management was confusing for around half of the people interviewed
Carers who were there to support at the visit were often able to remember more. Some people knew they had been given information but couldn’t recall what it was.
The report contains 4 recommendations and a response from the provider.