Enter and view: Newquay Minor Injuries Unit

Healthwatch Cornwall undertook an enter and view visit to the Newquay Minor Injuries Unit on 17 November 2025. They spoke to 14 people. The purpose of the visit was to observe the service, gather feedback from patients and staff, and identify areas for improvement. 

Overall, the service was observed to be functioning well, with largely positive feedback from both patients and staff. The MIU operates a walk-in and appointment system and treats minor injuries occurring within the previous 14 days. It is staffed by nurses, paramedics, and healthcare assistants, with access to X-ray services. At the time of the visit, the unit was open from Friday to Tuesday between 8am and 8pm.

Observations of the environment were positive. The department was clean, well-lit, and clearly signposted, and staff were seen to be respectful, supportive, and attentive to patients’ needs. The waiting area was busy but managed effectively, with no patients observed waiting longer than 30 minutes. However, parking was identified as an issue, as the car park was full and had limited disabled spaces. 

Patient feedback was mostly very favourable. Most patients described staff as kind, compassionate, and reassuring, and many praised the clarity of explanations provided. Waiting times were generally considered short and accurate, especially when checked via the NHS website. Patients also valued the availability of on-site X-ray services. However, some concerns were raised about the detailed questioning at reception when patients were in discomfort, and limited opening times were a recurring issue.

Staff feedback highlighted that the service works well but can become very busy, particularly during peak seasons. Staff emphasised the importance of the MIU in providing accessible care locally, especially for patients unable or unwilling to travel. The main challenges identified were restricted opening hours due to staff shortages and confusion among patients about when the unit was open. 

The report made several recommendations for improvement. These included extending opening days, allowing patients with mobility issues to sit during registration, promoting the use of official NHS websites for accurate information, improving communication of waiting times, and addressing parking constraints through better signage. 

In response, the provider reported that opening hours had already been extended to six days a week from February 2026, reflecting improved staffing capacity. They also reaffirmed their commitment to improving patient comfort during registration, promoting accurate online information, enhancing visibility of waiting times, and making modest improvements to parking arrangements despite site limitations.