Enter and view: North Ormesby Health Village

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Summary of report content

Healthwatch Middlesbrough had received complaints regarding staff attitudes at North Ormesby Health Village towards some young people accessing the service. Healthwatch Middlesbrough decided to carry out an Enter and View to observe a regular drop-in clinic.

This Enter and View which was carried out 9th July 2015 allowed members of our team to observe the drop-in session, taking into account how the receptionist dealt with patients, patient privacy and waiting times.

The recommendations Healthwatch Middlesbrough made include:

1. Approximate waiting time 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

2. The possible introduction of a number dispensers system. This would add to anonymity of the people being called for their allotted slot as well as give an indication of waiting times

3. 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

Healthwatch Middlesbrough also received a response by North Ormesby Health Village which is included in the report.

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General details

Local Healthwatch
Healthwatch Middlesbrough
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Key themes
Cleanliness, Hygiene and Infection Control
Written information, guidance and publicity
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
Interviews
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Sexual health
Name of service provider
Sexual Health Teesside Virgin Care

Details of people who shared their views

Number of people who shared their views
0
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
No
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0
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