Healthwatch Dorset undertook research into people’s experience of A&E services to understand how changes to the way in which this service is delivered has impacted people’s care. They carried out 147 phone interviews during the period January to June 2021.
The feedback gathered was overwhelmingly positive. Most people said that:
A&E staff treated them with care and kindness
- waiting times were acceptable
- the environment was clean
- information and aftercare met their needs.
However, there were some key themes in the negative feedback, including:
- long waiting times for a small number of patients,
- some unhelpful staff, particularly at reception
- information, navigation and signposting
The report contains 5 recommendations about signage, parking, improving staff morale, information provision and booking appointments via NHS 111.
The report contains a response from the provider.
Poole Hospital A&E - local people's experiences
Date of publication
Thursday, 23 September, 2021
Date evidence capture began
Date evidence capture finished
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Quality of care
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Was the work undertaken at the request of another organisation?
Primary research method used
If an Enter and View methodology was applied, was the visit announced or unannounced?
Urgent and emergency care services
Accident & emergency
What type of pregnancy or maternity themes are included in the report
Number of people who shared their views
Does the information include public's views?
Does the information include carer's, friend's or relative's views?
Does the information include staff's views?
What was the main sentiment of the people who shared their views?
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?
What type of impact was determined?