What patients told us about why they "walk in" to A&E Departments in Worcestershire

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Summary of report content

Healthwatch Worcestershire carried out a survey to understand why patients ‘walk in’ to two Accident and Emergency Departments in Worcestershire. 323 people completed the survey, 292 face-to-face and 31 online.

The majority (70%) of respondents reported that they had contacted another health service about their condition before going to A&E. People were most likely to have contacted their GP practice, the NHS 111 service, and the Minor Injuries Unit before going to A&E.

92% of reported that they were tole to go to A&E by the health service they had contacted. Just over half (51%) of those who were told by their GP practice to go to A&E told Healthwatch that the surgery had made an arrangement with A&E before they sent them.

52% of those who had contacted NHS 111 said either a time slot had been booked for them or that A&E has been alerted prior to their arrival. Of those with a timed appointment, 56% were seen within 15 minutes of their appointment time. However, appointments were not always booked for patients or alerted by NHS 111, an some experienced difficulties getting through and lengthy waits for a call back.

A number of recommendations were made in the report.

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General details

Report title 
What patients told us about why they "walk in" to A&E Departments in Worcestershire
Local Healthwatch 
Healthwatch Worcestershire
Date of publication 
Monday, 28 February, 2022
Date evidence capture began 
Tuesday, 30 November, 2021
Date evidence capture finished 
Tuesday, 14 December, 2021
Key themes 
Booking appointments
Information providing
Integration of services
Waiting time to be seen once arrived at appointment

Methodology and approach

Primary research method used 
Structured interview

Details of health and care services included in the report

Primary care services 
NHS 111
Urgent care services
Urgent and emergency care services 
Accident & emergency
NHS 111

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? 
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? 

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.