Poole Hospital A&E - local people's experiences

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Summary of report content

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.

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General details

Report title 
Poole Hospital A&E - local people's experiences
Local Healthwatch 
Healthwatch Dorset
Date of publication 
Thursday, 23 September, 2021
Date evidence capture began 
Friday, 1 January, 2021
Date evidence capture finished 
Wednesday, 30 June, 2021
Key themes 
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Information providing
Quality of care
Service delivery organisation and staffing
Staff attitudes
Waiting time to be seen once arrived at appointment

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Urgent and emergency care services 
Accident & emergency
NHS 111

Details about conditions and diseases

What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Sexual orientation 
Not known
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? 

Outcomes and impact

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? 
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.