Urgent Care Review Walk-in service community engagement report, Central West LondonDownload (PDF 955KB)
Summary of report contentIn 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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Urgent Care Review Walk-in service community engagement report, Central West London
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
Waiting time to be seen once arrived at appointment
Other information of note about this report
Healthwatch reference number
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?
Primary care services
Out of hours
Secondary care services
Accident & emergency
Urgent and emergency care services
Accident & emergency
Types of disabilities
Long term condition
Types of long term conditions
Asthma or long-term chest problem
Mental health condition
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?
Does the information include other people'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?
Is there evidence of impact in the report?
Is there evidence of impact external to the report?