Enter and view: Fleetwood urgent treatment centre

Healthwatch Lancashire undertook an enter and view visit to Fleetwood Urgent Treatment Centre on 21 February 2024.  They spoke to 5 patients and 7 staff members.

The centre is mainly used by residents of the Fleetwood area, however it was explained that residents of the Fylde Coast also make use of this service. A discussion with the Centre Manager highlighted that patients would sometimes attend the centre before making the journey to the local accident and emergency at Blackpool Victoria Hospital as it is more convenient for them to travel to.

As well as making the decision to attend the walk-in centre, patients may have been advised to attend after contacting 111 or the local 0300 phone line. Upon arrival, patients are directed to tablets at the rear of the centre to answer a series of Self-assessment questions to speed up the triage process. Patients can then book in with Reception and wait for their appointment in an appropriate waiting area in the centre.

Healthwatch Lancashire Representatives viewed available facilities, including the waiting areas, reception office and clinical rooms. At the time of the visit, the following surgery staff were present; one Advanced Care Practitioner (ACP), one Urgent Care Practitioner, one Agency ACP, two Healthcare Assistants, one GP and two Receptionists. 

During the visit, the centre was experiencing a high number of attendances which meant that there was an average two hour wait to be seen by a clinician. Patients were seen by a Nurse for an initial triage within around half an hour of arrival. Staff were observed to be compassionate and ensured that patients were given up to date information about expected wait times. 

The self-assessment tablets and waiting area were overseen by a member of staff who would offer and provide assistance to patients using this system.. This appeared to alleviate some of the queues. Patients spoken with, praised the convenience of the centre and the attitude of the staff. Some concerns were noted about the waiting time and the self-assessment system with some patients appearing unsure about the process when they entered the centre.

The report has seven recommendations.