What people think of district nursing

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Summary of report content

Healthwatch Wigan and Leigh investigated patients' and carers' experiences of the District Nursing Service in the Wigan Borough. The research was carried out through an online survey alongside engagement events where individual comments were collected. Forty-one people's views on District Nursing were collected. The report found that: people were happy with their experience of the District Nurse service; people preferred when the same team of nurses visited them; staff were regarded as well amnnered and pleasant; a phone line was offered to contact the District Nurse Team; family were involved when appropriate; and nurses were said to have the skills needed to treat most of the cases they were involved in. However, there were four key areas in which people were not completely happy. These included being treated as a whole person, continuity of care, support from other services and advice/information given. Some people felt there were not enough appointments available and it was not always communicated when they were cancelled. The phone line for the nurses operates by an answer phone, delaying the response. Finally, the personality of some nursing staff had an impact of care also. Healthwatch Wigan and Leigh made a series of recommendations that included: Continue to prioritise continuity of care; provide a phone line that someone answers gives patients more confidence; when people receive care from the district nurses they expect them to bring right equipment; when a more holistic outlook existed, with DN’s enquiring about the patients wider wellbeing, people felt happier and more confident; Clear communication is needed to explain why appointments are offered (made available) in the way they are; In addition, clarity might be provided on the role of the district nurses, and whether they should be informing patients of other relevant services.

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General details

Report title 
What people think of district nursing
Local Healthwatch 
Healthwatch Wigan
Date of publication 
Thursday, 21 March, 2019
Date evidence capture began 
Monday, 3 December, 2018
Date evidence capture finished 
Monday, 17 December, 2018
Type of report 
Report
Key themes 
Booking appointments
Communication between staff and patients
Continuity of care
Holistic support
Information providing
Quality of care
Quality of staffing
Quality of treatment
Staff attitudes
Staff levels
Healthwatch reference number 
Rep-4482

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Community services 
Community healthcare and nursing services

Details of people who shared their views

Number of people who shared their views 
41
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
NA
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.