Urgent care consultation survey

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Summary of report content

Healthwatch Wandsworth wanted to know what factors were important to local people when choosing services in an ‘urgent situation’. Healthwatch Wandsworth developed a survey based on key considerations around urgent care commissioning. The survey was open from 14th November 2017 to 3rd May 2018. Healthwatch Wandsworth also used the survey during their regular outreach at local events. Additionally, they conducted the survey in the waiting areas at Clapham Junction Walk in Centre, A & E at St George’s Hospital and Queen Mary’s Minor Injuries Unit to gain responses from people who use urgent care services. Healthwatch Wandsworth received a total of 71 responses to the survey. A central theme emerge from the survey was the concern over waiting times to get an appointment with a GP and the pressure this then places on other urgent care services. A number of respondents also reported waiting for a long time when attempting to receive care at other services such as walk-in clinics and A&E. Some negative comments about the GP knowledge were linked to those who had more positive experiences of getting what they needed from walk-in clinics and A&E. Healthwatch Wandsworth included 5 recommendations within the report.

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General details

Report title 
Urgent care consultation survey
Local Healthwatch 
Healthwatch Wandsworth
Date of publication 
Thursday, 3 May, 2018
Date evidence capture began 
Tuesday, 14 November, 2017
Date evidence capture finished 
Thursday, 3 May, 2018
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Health promotion
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Community pharmacy
GP practice
Urgent care services

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? 
Does the information include other people'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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.