Patient experiences of Clevedon Minor Injury Unit

This Healthwatch North Somerset report examined patient experiences of Clevedon Minor Injury Unit (MIU), based on survey responses and engagement work with people who had used the service between January 2022 and March 2026. The report aimed to understand access to services and the quality of patient experiences. 

Overall, feedback about Clevedon MIU was highly positive. Nearly 89% of respondents said they were either satisfied or very satisfied with the care they received, and 95% reported being seen by a clinician within one to two hours. 

Patients most commonly attended the service for minor injuries, fractures, falls, wounds, infections, and diagnostic appointments such as X-rays. Many respondents praised the service for its speed, effectiveness, and quality of care. Several patients reported receiving prompt diagnosis and treatment that relieved pain, reduced anxiety, and improved their recovery. 

Patient experience measures were particularly strong. More than 92% of respondents said clinicians introduced themselves, 91% felt involved in decisions about their care, and the vast majority said they felt safe, listened to, and treated with dignity and respect. Staff were widely regarded as professional, caring, and responsive to patients’ needs.

Many examples of positive care were highlighted. Patients described receiving rapid treatment for injuries, prompt referrals, reassuring communication, and effective management of conditions. Some reported that staff correctly identified fractures and injuries that had previously been missed elsewhere, while others praised the unit for providing timely interventions such as tetanus vaccinations and support with ongoing care needs. 

Although overall experiences were positive, some areas for improvement were identified. The most common concerns related to patient privacy, communication, and access to X-ray services. Some patients were uncomfortable having to provide personal information within earshot of other people in reception and waiting areas. 

Several respondents also reported communication issues, including poor information sharing between reception and clinical staff, misplaced notes, and confusion about the scope of services available at the unit. A small number of patients felt pain management could have been improved or that their concerns had not been addressed effectively. 

The report also highlighted the needs of people with additional communication or sensory requirements. One autistic patient praised the availability of a quieter waiting space but suggested that reduced lighting and a designated quiet room would make the environment more accessible.

Access issues were less frequently reported than at Weston A&E, but some respondents identified confusion around opening hours, particularly because the X-ray service operates different hours to the MIU itself. Healthwatch concluded that clearer information about X-ray availability would help improve patient experience.

Healthwatch recommended improving privacy in reception areas, strengthening communication with patients who have additional needs, and providing clearer information about X-ray opening times and access arrangements. 

In response, Clevedon MIU welcomed the findings and committed to practical improvements. Planned actions include offering alternatives to verbally providing personal details, reviewing signage about X-ray availability, promoting quieter waiting options, considering reasonable adjustments for patients with sensory needs, and reinforcing communication processes between staff teams.