Patient/Carer responses about Berkshire Health Foundation NHS Trusts Urgent Care Response Team

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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.

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General details

Report title 
Patient/Carer responses about Berkshire Health Foundation NHS Trusts Urgent Care Response Team
Local Healthwatch 
Healthwatch Wokingham
Date of publication 
Thursday, 3 February, 2022
Key themes 
Access
Communication between staff and patients
Information providing
Integration of services
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes

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 
Structured interview
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

Urgent and emergency care services 
Urgent care services

Details of people who shared their views

Number of people who shared their views 
19
Age group 
Not known
Gender 
Non binary
Ethnicity 
Not known
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
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? 
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? 
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.