Enter and view: St Charles NHS Urgent Care Centre

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Summary of report content

In February 2018, Healthwatch Central West London carried out an announced enter and view visit to St Charles NHS Urgent Care Centre (SCUCC). The visit was conducted as part of their ongoing work regarding changes that are happening in the primary and urgent care provision in the area.

Dignity Champions are volunteers recruited from the local community who work to improve standards of dignity in health and social care services. During the visit, they engaged with 9 service users, 4 members of staff and a member of the Patient Advice and Liaison Service (PALS) team.

The volunteers found that SCUCC was operating to a good standard of hygiene and cleanliness. Dignity Champions observed the clinical team providing a high standard of care in relation to dignity and respect. Patients and visitors had positive opinions about SCUCC in general and spoke highly of the medical staff and the care received. Patients considered SCUCC to be a convenient place to receive quality urgent care.

Overall during the visit, the ward clinical team and management demonstrated evidence of good practice. However, the Dignity Champions noted some areas for improvement in regard to signage and information and the report makes 7 recommendations.

The report contains a response from the provider, addressing the recommendations made and highlighting actions they have taken to make improvements.

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General details

Local Healthwatch
Healthwatch Central West London
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Key themes
Building, Decor and Facilities, including health and safety
Communication with patients; treatment explanation; verbal advice
Written information, guidance and publicity
Lifestyle and wellbeing; wider determinants of health
Staffing - levels and training
Service organisation, delivery, change and closure
Caring, kindness, respect and dignity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
Interviews
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres
Name of service provider
St Charles NHS Urgent Care Centre

Details of people who shared their views

Number of people who shared their views
14
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
Not known
Did you find this attached report useful?
0
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