Enter and view: Oakham Urgent Care Centre
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Healthwatch Rutland undertook an enter and view visit to Oakham Urgent Care Centre on 12 and 14 January 2023. They had heard that people were confused about how they can access urgent care services. They spoke to 17 people on the day and 32 people who had used the service in a survey.
They found that:
- external signage could be confusing
- There was plenty of car parking spaces
- Whilst the reception was welcoming, there was little privacy
- The waiting room was clean
- Internal signage, including to the toilets, could be improved
- There were access issues for wheelchair users and no indication that language support would be provided or that there was a hearing loop
- Appointment times were 15 minutes rather than 10 minutes
- Most people they spoke to had got appointments by ringing 111
- People were predominantly very satisfied with the care, speed and treatment they received when they had an appointment at the Urgent Care Centre.
- All the people said they were seen on time
- Staff interaction with patients seemed very good.
The survey found that people were unclear of the purposes of different urgent and emergency care services. However, they were pleased to have a service that was local and easy to access. People would have liked additional facilities such as xrays and suturing at the urgent care centre.
The report contains 13 recommendations and a response from the provider.