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

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Summary of report content

Healthwatch West Berkshire undertook 18 interviews with users of the Urgent Care Response Team provided by Berkshire Healthcare NHS Foundation Trust.

Overall, the UCRT service was well thought of, and the staff were praised throughout. They referred to it positively stating that they found the service helpful, the staff pleasant, kind and friendly. They also said that staff were knowledgeable, reassuring, and professional.

There were widespread issues about understanding who or what the UCRT team was. Only after some detailed conversation did the patients understand or recall the service that Healthwatch was asking them about.

The report contains six 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 West Berkshire
Date of publication 
Thursday, 3 February, 2022
Key themes 
Communication between staff and patients
Continuity of care
Information providing
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 
18
Age group 
Not known
Gender 
Not known
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.