An evaluation of South Tees Access & Response STAR Scheme

The STAR scheme was created to help improve access to GP services outside the current core hours for patients needing urgent care or advice and is open to all patients registered with GP practices across Redcar, East Cleveland and Middlesbrough. The STAR scheme is available between 6.30pm-9.30pm Monday to Friday or 8.00am-8.00pm weekends and bank holidays and is accessed through the NHS 111 number.

The evaluation of this service was done by the use of questionnaires and patient interviews for individuals using the STAR scheme. Questionnaires were then analysed and recommendations made to improve patient experience. A total of 95 questionnaires were completed. 70 out of the 95 patients had not used the STAR scheme before.

Most patients had nothing but praise about the service and care they received. However, around half the patients accessing the service had just walked into the hubs without making an appointment through NHS 111. Overall the view of Healthwatch of the STAR service was very positive with patients highly recommending it to their family and friends and the majority rated the location, ease of access, parking and opening hours as excellent.

Recommendations; to reinforce to patients that appointments needed to be made via NHS111 prior to accessing the service and to increase advertising and promotion of the service to ensure a wide reach to the communities as quite a few people had not heard about this service until informed by their GP.