The experiences of Solihull residents who try to access urgent care

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Summary of report content

Healthwatch Solihull undertook a research project to understand people’s experiences of trying to access urgent care. The ran an online survey from October to November 2022 and collected the views of 422 Solihull residents.

The three key topics focused on were communication, distance and waiting times. Good communication positively influences people’s experience and 29 respondents said they were not satisfied with the level of communication. Confusing advice results in people not knowing what services are available. Due to long wait times at GPs and long telephone queues, people are using NHS 111 or hospital A&E in its place. 22 respondents mentioned long ambulance waiting times.

This report was shared with the Birmingham and Solihull ICB, who responded to say they are taking a whole systems approach to tackling urgent and emergency care waiting times.

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General details

Local Healthwatch
Healthwatch Solihull
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Administration (records, letters, results)
Communication with patients; treatment explanation; verbal advice
Parking and transport

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Emergency department (inc A&E)
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
422
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