Waiting Room

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Summary of report content

Healthwatch Halton carried out 11 visits to the Urgent Care Centres in 2019 and a survey which 171 people responded to. The survey was split into 2 parts - investigating their experiences in the waiting room and then experiences after they have been seen. 

The report found that the satisfaction decreased the longer a patient waited to be seen. The majority of patients reported that they had gone straight to the urgent care centre without seeking help anywhere else. Although, those who did seek help before, were unable to book appointments with their GP practice. 

Service provider responses have been included.

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General details

Report title 
Waiting Room
Local Healthwatch 
Healthwatch Halton
Date of publication 
Friday, 18 October, 2019
Date evidence capture began 
Tuesday, 19 February, 2019
Date evidence capture finished 
Thursday, 25 July, 2019
Type of report 
Key themes 
Building and facilities
Communication between staff and patients
Information providing
Quality of care
Staff attitudes
Staff levels
Staff training
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 
How was the information collected? 
Visit to provider
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 
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 
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
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.