Dudley Urgent Care Centre: Where are we now?

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Summary of report content

Healthwatch Dudley staff and volunteers visited Russells Hall Hospital Accident and Emergency Department and Dudley Urgent Care Centre between 20 and 26 July 2015. Different segments of the day and night were covered over a 24 hour period during the seven days to get people’s views and experiences of accessing urgent care services and insights into the operation of the Dudley Urgent Care Centre. 

A questionnaire survey was designed and made available as a paper-based document that Healthwatch Dudley staff and volunteers used to get people’s views and experiences of accessing urgent care services. A total of 171 visitors to the Dudley Urgent Care Centre participated in the questionnaire survey. Healthwatch Dudley staff and volunteers also spent time observing staff and visitors to the hospital and urgent care centre reception and waiting areas.

The emerging themes included comments and observations relating to: 

  • The Russells Hall Hospital Accident and Emergency Department reception and Dudley Urgent Care Centre streaming
  • Travelling from the Russells Hall Hospital Accident and Emergency Department to the Dudley Urgent Care Centre waiting area
  • Signage at the Russells Hall Hospital and Dudley Urgent Care Centre 
  • Russells Hall Hospital and Dudley Urgent Care Centre cleanliness
  • Visitor privacy at the Dudley Urgent Care Centre
  • The services that the Dudley Urgent Care Centre provides
  • Facilities for younger visitors to the Dudley Urgent Care Centre 

 There are benefits for visitors to the Dudley Urgent Care Centre associated with it being co-located at the Russells Hall Hospital adjacent to the Accident and Emergency Department and close to other key hospital services. In turn, it operates on a 24 hours a day, 7 days a week basis and there are more staff than there were in the old Walk-in Centre with a wider range of skills and expertise. However, the study identifies possible scope for improvement at the Dudley Urgent Care Centre and to the services it provides.

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General details

Local Healthwatch
Healthwatch Dudley
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Building, Decor and Facilities, including health and safety
Caring, kindness, respect and dignity
Cleanliness, Hygiene and Infection Control
Consent, choice, user involvement and being listened to
Follow-on treatment and continuity of care
Integration of services and communication between professionals
Privacy and confidentiality
Service organisation, delivery, change and closure
Staffing - levels and training
Triage and admissions
Waiting times- punctuality and queuing on arrival
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
If an Enter and View methodology was applied, was the visit announced or unannounced?
Not Known

Details of health and care services included in the report

Details of health and care services included in the report
Emergency department (inc A&E)
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres

Details of people who shared their views

Number of people who shared their views
171
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