Enter and View: Walk-in Centre, Teddington Memorial Hospital

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Summary of report content

Healthwatch Richmond undertook an enter and view visit to the Walk-In Centre at Teddington Memorial Hospital on 7 to 15 May 2018.  They spoke to 77 people.

  1. The Walk-in Centre is greatly valued by local patients
  2. However busy the service is patients were consistently positive about staff and care
  3. Signage could be clearer for arriving patients and parking is an ongoing challenge
  4. There is a need to improve the children's play area
  5. There is a lack of privacy in the waiting area
  6. Nurses were not triaging patients within Hospital's 15 minute target
  7. Patients would benefit from clearer information on what to expect next

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General details

Local Healthwatch
Healthwatch Richmond upon Thames
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Building, Decor and Facilities, including health and safety
Caring, kindness, respect and dignity
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Privacy and confidentiality
Remote appointments and digital services
Staffing - levels and training
Triage and admissions
Waiting times- punctuality and queuing on arrival
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
If an Enter and View methodology was applied, was the visit announced or unannounced?
Not Known

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

Details of people who shared their views

Number of people who shared their views
75
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