Urgent Care Service Review, Solihull
Download (PDF 1.39 MB)Summary of report content
Findings from the respondents
Arrival at the service:
• 56.45% self referred to Urgent Care.
• Majority had used the service previously.
• 64.71% used Urgent Care Services due to lack of GP appointments.
• Confused on lack of an A&E Department at Solihull Hospital.
Knowledge of service:
• 47.27% reported they did not know what services they could access through Urgent Primary Care, Acute Medical Unit and Minor Injuries Unit
• Majority had used another service prior to attending Urgent Primary Care, with most commonly citing their GP (38.10%).
Accessibility of service:
• Nearly 70% found it easy to find the services.
• 55.26% in Urgent Primary Care reported they did not know which reception desk to report to.
• Clarity over signage for both booked and walk in primary care.
• A case study around confusion about the language used for “booked in”.
• Signage issues, e.g. A&E department, ‘Minor Injuries’ and ‘Urgent Primary Care’ with no ‘Urgent Care’ centre/services being referred to.
Experience of the service:
Service reception
• Good experience of the service reception in terms of privacy, friendliness, helpfulness and understanding of staff.
• 46.15% reported information was available on how to make a comment, compliment or complaint.
Surroundings in the service:
The surroundings were very good in terms of cleanliness, lighting, decoration, room temperature, comfort and availability of seating and condition of toilets.
Facilities in the service:
• Information posters, information leaflets and signage good.
• Access to wifi not promoted.
Experiences with staff:
• 60.61% reported a wait of less than an hour for triage.
• Average observed waiting time to be seen by a Consultant or treatment varied between 1-3 hours, depending on the time of day.
• 66.67% in Minor Injuries Unit felt that names weren’t given, while 55.56% in Urgent Primary care did give them their name.
• 11.11% in Minor Injuries Unit and 55.56% in Urgent Primary Care felt that the person who treated them did explain their job role/title.
• 29.63% were given time to explain their problem to a clinical member of staff (triage/nurse).
• Majority agreed that they were treated with dignity and respect and were treated well overall.
Satisfaction with service:
Majority of respondents extremely satisfied (19.23%) or somewhat satisfied (57.69%) with the service that day.
Recommendations
• Clarity over the reception area and who it is for (e.g., single point of access)
• Clarity over the North entrance for booked patients only
• Signage and visibility to enhance patient journey
• Clarify language used particularly with ‘booked’.
• Clear information to the General Public with regards to the changes in Solihull and how to access them
• Provide wifi access in Urgent Primary Care as there is no reception in the area.