Urgent Care Review Walk-in service community engagement report, Central West London

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Summary of report content

In December 2017, Healthwatch Central West London undertook a review of West London Clinical Commissioning Group (WLCCG) urgent care provision, specifically the Half Penny Steps Walk-in Service. The contract with the provider of WLCCG’s Half Penny Steps Walk in services was due to end on the 31st December 2017. WLCCG were keen to review the service to allow them to make an informed decision on any changes to future services. Some of the findings from the review and engagement questionnaire responses are listed below. A total of 315 people were engaged over a 2 month period from 1st October 2017 to 30th November 2017. • 39% of participants were referred to the Service by their GP practice or NHS 111. • The majority of participants visited the walk-in centre with urgent issues. • The most popular reasons cited for using this rather than another service, was non-availability of GP appointment; not being registered with GP locally or being a visitor; and convenience. • The main reason for not supporting (53%) or being unsure about the relocation (23%) was convenience. CONCLUSIONS AND SUGGESTIONS AS A RESULT OF THE FINDINGS INCLUDED: • Improving access for children, elderly, disadvantaged groups, those with special circumstances, i.e. co-morbidities • More availability for working people • Improving access to GPs • Better organisational approach, including online services, communication and contact between health professionals and patients. • Availability of local services and availability of walk in appointments • Public transport issues and accessibility, especially for disadvantaged groups should be taken into consideration • Reliability and consistency in services and appointments offered, i.e. number of walk in appointments • Clear navigation and sign posting for the difference services offered. At the time of publication there was no response received in respect of the findings within the report.

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General details

Report title 
Urgent Care Review Walk-in service community engagement report, Central West London
Local Healthwatch 
Healthwatch Central West London
Date of publication 
Tuesday, 5 December, 2017
Date evidence capture began 
Tuesday, 10 October, 2017
Date evidence capture finished 
Saturday, 11 November, 2017
Type of report 
Patient experience
Service evaluation
Key themes 
Booking appointments
Waiting time to be seen once arrived at appointment
Other information of note about this report 
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 
GP practice
Out of hours
NHS 111
Secondary care services 
Accident & emergency
Urgent and emergency care services 
Accident & emergency
NHS 111

Details about conditions and diseases

Types of disabilities 
Mental health
Long term condition
Types of long term conditions 
Asthma or long-term chest problem
Learning disability
Mental health condition

Details of people who shared their views

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