Urgent or primary care

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Summary of report content

Healthwatch Wigan and Leigh held face to face semi structured interviews with people attending children's A&E, main A&E waiting area, Primary Care Centre and Leigh Walk-in Centre across 5 half day sessions in August and September 2018. The interviews were held to investigate the deciding factors that had led the patients to attend A&E or the Walk-in Centre and to explore the level of understanding patients had about 'out of hours', 'extended hours' and 111 services. A large proportion of the 68 respondents had attended the services for an injury. Two thirds of the people had contacted another health site or health professional before attending A&E, the walk-in centre or the primary care centre; the responses were evenly split between GP, another service and none. Furthermore, there was a similar amount of people who were directed and not directed to attend an urgent care service by a clinician. The report identifies a number of key issues in the area including: difficulties with GP access, failing to contact a primary care service due to the assumption of GP surgery closure on bank holidays, long waiting times to access the NHS 111 service and inadequate support from the NHS 111 service. The report made the following recommendations: NHS 111 commissioners need to ensure that NHS 111 have the skills to help patients navigate to the right services, phone numbers for GP out of hours service should be promoted widely, and a mechanism-such as training- is needed to prevent GPs referring patients to the wrong service .

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General details

Report title 
Urgent or primary care
Local Healthwatch 
Healthwatch Wigan
Date of publication 
Thursday, 21 March, 2019
Date evidence capture began 
Monday, 6 August, 2018
Date evidence capture finished 
Monday, 17 September, 2018
Type of report 
Key themes 
Information providing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
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

Urgent and emergency care services 
Accident & emergency
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
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.