Urgent Care Review Walk-in service community engagement report, Central West London

In December 2017, Healthwatch Central West London undertook a review of West London Clinical Commissioning Group (WLCCG) urgent care provision, specifically the Half Penny Steps Walk-in Service.

The contract with the provider of WLCCG’s Half Penny Steps Walk in services was due to end on the 31st December 2017. WLCCG were keen to review the service to allow them to make an informed decision on any changes to future services.

Some of the findings from the review and engagement questionnaire responses are listed below. A total of 315 people were engaged over a 2 month period from 1st October 2017 to 30th November 2017.

• 39% of participants were referred to the Service by their GP practice or NHS 111.

• The majority of participants visited the walk-in centre with urgent issues.

• The most popular reasons cited for using this rather than another service, was non-availability of GP appointment; not being registered with GP locally or being a visitor; and convenience.

• The main reason for not supporting (53%) or being unsure about the relocation (23%) was convenience.

CONCLUSIONS AND SUGGESTIONS AS A RESULT OF THE FINDINGS INCLUDED:

• Improving access for children, elderly, disadvantaged groups, those with special circumstances, i.e. co-morbidities

• More availability for working people

• Improving access to GPs

• Better organisational approach, including online services, communication and contact between health professionals and patients.

• Availability of local services and availability of walk in appointments

• Public transport issues and accessibility, especially for disadvantaged groups should be taken into consideration

• Reliability and consistency in services and appointments offered, i.e. number of walk in appointments

• Clear navigation and sign posting for the difference services offered.

At the time of publication there was no response received in respect of the findings within the report.