Mystery Shop Activity: June 2023 Lincolnshire Community Health Services NHS Trust

Healthwatch Lincolnshire has received feedback from the public and through monitoring of statements on social media that Lincolnshire residents are experiencing difficulties in accessing face-to-face appointments at primary care centres (surgeries) and do not always know what can be treated at an Urgent Treatment Centre (UTC). Patients when contacting NHS 111 are not always given information to present with non-life-threatening illnesses or conditions at the nearest UTC. Many of these patients are being signposted to the nearest Accident and Emergency Department (A+E) inappropriately and with longer waiting times.  They undertook mystery shopping to understand the public’s experience.  They visited all six centres.

Key findings

• Good Practice: an awareness of the people in the department and additional support provided for patients when required or appropriate.
• Good clear communication: good clear signage across all sites except Boston; limited information provided to patients on the service provided within the department (except Spalding); no evidence of alternative formats available to patients.
• Arrival and Reception: professional and friendly staff across all sites. • Car Parking: varied across the sites.
• Staff: interactions between staff and patients are very professional and caring. Though at the Boston site, interactions were more functional, and task orientated; ID badges being worn inconsistently across the sites.
• Food and Drink: water and cups provided across all sites; vending machines available at three out of the six sites, with two sites having access to a café area within a short distance of the department.
• Environment and Cleanliness: overall exceptionally clean and tidy. Boston area in need of refurbishment.
• Patient Comfort: variation in size of waiting areas from a very cramped area (Boston) to a designated waiting area; seating generally uncomfortable across the six sites especially if patients had a long wait for treatment.

The report contains four recommendations about information, accessibility and staffing.