Waiting Room

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Summary of report content

Healthwatch Halton carried out 11 visits to the Urgent Care Centres in 2019 and a survey which 171 people responded to. The survey was split into 2 parts - investigating their experiences in the waiting room and then experiences after they have been seen. 

The report found that the satisfaction decreased the longer a patient waited to be seen. The majority of patients reported that they had gone straight to the urgent care centre without seeking help anywhere else. Although, those who did seek help before, were unable to book appointments with their GP practice. 

Service provider responses have been included.

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General details

Local Healthwatch
Healthwatch Halton
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Report
Key themes
Access to services
Building, Decor and Facilities, including health and safety
Communication with patients; treatment explanation; verbal advice
Written information, guidance and publicity
Caring, kindness, respect and dignity
Staffing - levels and training
Waiting times- punctuality and queuing on arrival

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
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres
Name of service provider
Wildnes Urgent Care Centre; Runcorn Urgent Care Centre

Details of people who shared their views

Number of people who shared their views
171
Age group
All
Gender
All
Ethnicity
All
Sexual orientation
Not known
Does this report feature carers?
No
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