Princess Royal Hospital Shropdoc - Enter and View Visit Report
A question survey was used to capture the patient experiences including their calling the ‘contact centre’, booking an appointment, reception and time waiting, and their time with the doctor or other healthcare staff present.
Summary
We wanted to:
- Engage with patients as service users of Shropdoc to hear about their experiences of care, and to understand how patient dignity is being respected in the Out-of-Hours GP Practice environment
- To hear about the experiences of relatives/carers and friends
- Observe the patients and relatives/visitors engaging with the staff and their surroundings
- Identify examples of good care practice
Key Findings
- Patients told us they were pleased that the Shropdoc service was available for those ‘out of hours’ needs
- Patients told us they were pleased with this service – “good service and good staff”, they felt “helped and informed” by the staff who were “polite” and treated patients in a “caring way” with “courtesy and respect”
- Patients felt reassured, “listened to, and not rushed”; they felt involved in the decisions and plans for resolving their medical concerns and needs
- Patients said the service was responsive, and most could attend an appointment within 2 hours of their call to Shropdoc, with some within an hour
- There were a small number of exceptions with a 3-4 hour wait
- Half of those we surveyed contacted their GP before contacting and using the Shropdoc service
If you need this report in a different format, please get in touch:
info@healthwatchtelfordandwrekin.co.uk
01952 739540
