Enter and view: North Ormesby Village Health Sexual health services
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After receiving some complaints regarding staff attitudes at North Ormesby Health Village Middlesbrough towards some young people accessing the service, Healthwatch Middlesborough decided to carry out an announced Enter and View visit to North Ormesby Health Village Sexual Health Services on 9th July 2015.
As the visit coincided with a drop-in session, it was very busy. The Healthwatch team found the reception staff to be very helpful and polite to patients checking in, and if needed the patients could talk in confidence in a separate private room. There were no visible indicators of waiting times, but it seemed apparent that on average there was up to one and half hour wait.
Although the Enter & View team did not feel any immediate changes were necessary following their observations on the day, some improvements were recommended by the them.
• Approximate waiting times to be displayed to allow those attending the service to make an informed decision to either wait, return another day, make an appointment or find an alternative service.
• The possible introduction of a number dispensers system.
• On-going customer service training for all staff with the possible introduction of involving young people in this training, perhaps utilising students from the college.
The provider provided a detailed response to these recommendations explaining how they have already been implemented and the outcome of that.