Sexual Health Service Research and Enter and View Activity 2016

Healthwatch Cheshire West and Chester undertook follow‑up research into sexual health services after major changes to service provision introduced in 2015. These changes included transferring responsibility to East Cheshire NHS Trust, closing the main clinic at the Countess of Chester Hospital, and replacing it with a network of outreach clinics across the borough. 

To assess the impact, Healthwatch carried out a range of activities in 2016, including an Enter and View visit to clinics, a “mystery shopper” appointment, research into online information, and visits to GP surgeries and community locations to evaluate awareness and signposting. 

Overall, the quality of care delivered at clinics was found to be good. Patients were treated with courtesy and respect, services were generally accessible—particularly for younger people—and staff were described as welcoming and professional. The Fountains clinic was also seen as a warm and supportive environment, reinforcing positive patient experiences. 

However, the report identified several challenges. Staff expressed uncertainty about future service delivery and funding, and there were concerns about capacity, including shortages of clinical rooms and increasing demand leading to long waits or patients being turned away. There were also operational inconsistencies, such as confusing paperwork and limited privacy in some settings. 

Significant issues were found with public information. Online information about services was often inconsistent, outdated, or difficult to navigate, with discrepancies between websites such as NHS Choices and the provider’s own site. In addition, very little promotional material about sexual health services was available in GP surgeries or hospitals, and staff knowledge about how to signpost patients varied widely.

The report also highlighted examples of good practice, such as the successful placement of a clinic at West Cheshire College, which was well received by students and staff and improved accessibility for young people. 

In conclusion, although sexual health services were generally well delivered and valued by users, improvements were needed in communication, publicity, consistency of information, and service capacity to ensure accessibility and clarity for the public.