Emergency Department and Urgent Treatment Centres
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Healthwatch Blackpool engaged with patients at Urgent Treatment Centres and the Emergency Department within the Fylde Coast area to gather feedback in order to influence NHS winter plans. They wanted to highlight what is working well and areas for improvement.
Key findings include:
- It was clear from the feedback that where Fylde Coast residents had a positive experience, feedback had been given around staff attitude, kindness and clear messaging from health professionals.
- Where patient experience could be improved, patients talked about being unable to access primary care, long waits and “going around the houses” by attending numerous departments.
- Feedback suggested that NHS 111 is algorithmic, with long waits and the outcome sometimes being disappointing for patients. Many reported that clinicians did not follow up with a call within an appropriate timescale, therefore making them choose to attend another service.
- Some patients were digitally excluded or did not have the confidence to access the NHS 111 online service. It was clear that many patients were not aware that the NHS 111 online service existed.