Healthwatch Mystery Shop Activity: UTC's Report
The primary aim behind the Mystery Shop Visits was to make observations at the six UTC sites across the county at various times of day or day of the week within the agreed time. This would help Healthwatch Lincolnshire to be better informed about the situation and better inform members of the public who may be accessing these services.
Objective
- To observe the service and how it runs.
- To identify best practice or areas of concern.
- To provide a short report, including recommendations that will be made available to the service provider Lincolnshire Community Health Services NHS Trust (LCHS), Commissioners and the Public.
Methodology
Healthwatch Lincolnshire and LCHS agreed on a three-week period (19 June to 7 July 2023) for the Healthwatch Involvement Officer and a team of Authorised Representatives to visit the six UTC across the county.
- Each day was divided into three-time slots: morning (8 am to 11.30 am), afternoon (12 noon to 4 pm) and evening (4 pm to 8 pm).
- Twenty individual visits were made across the six sites in the county. A timetable was set up to coordinate the visits during the time which reflected the availability and location of Authorised Representatives resulting in three visits to Boston, two visits to Gainsborough, four visits to Lincoln, three visits to Louth, two visits to Skegness and six visits to Spalding.
- Each visit lasted for a maximum of two hours by the Authorised Representative.
- Each Authorised Representative has an enhanced DBS check and photographic identification.
Each visit was unannounced and the Authorised Representative completed an Observational Sheet recording: Quality of Care, Interaction and Communication between Staff and Patients, Environment and Cleanliness, Signage, Car Parking, Food and Drink, additional needs such as Accessibility, Comfort and Toilets. All observations were collated, a report written and LCHS given the opportunity to provide a response.
Findings
- Good Practice: an awareness of the people in the department and additional support provided for patients when required or appropriate.
- Good clear communication: good clear signage across all sites except Boston; limited information provided to patients on the service provided within the department (except Spalding); no evidence of alternative formats available to patients.
- Arrival and Reception: professional and friendly staff across all sites. • Car Parking: varied across the sites.
- Staff: interactions between staff and patients are very professional and caring. Though at the Boston site, interactions were more functional, and task orientated; ID badges being worn inconsistently across the sites.
- Food and Drink: water and cups provided across all sites; vending machines available at three out of the six sites, with two sites having access to a café area within a short distance of the department.
- Environment and Cleanliness: overall exceptionally clean and tidy. Boston area in need of refurbishment.
- Patient Comfort: variation in size of waiting areas from a very cramped area (Boston) to a designated waiting area; seating generally uncomfortable across the six sites especially if patients had a long wait for treatment.
Recommendations
- Ensure NHS 111 has up-to-date information on opening times and what can be treated at each centre (e.g., UTC/A+E) so that patients can be directed to the best possible service for their needs.
- Review the consistency of messages and information provided across the Trust. e.g., large Information Banner as seen at Johnson Hospital, Spalding.
- Review consistency to Accessibility to Information for those people who do not have English as their first language, people living with Learning Difficulties, sensory impairment in different formats such as plain English, Easy Read formats, or use of symbols.
- Review the recognition for staff who are ambassadors for the values of the Trust.
Conclusion
- Overall, the Volunteers were able to observe the services at six Urgent Treatment Centres across the county.
- Healthwatch Lincolnshire will liaise with the Trust to carry out further Mystery Shops at regular intervals over the next 12 months.
- Healthwatch Lincolnshire will liaise with the Trust to carry out announced E+V Visits to the Urgent Treatment Centres to get feedback directly from the Patients/Carers and Families using the services.
A download link to the report is below. If you need the report in another format or would like to discuss anything, please email info@healthwatchlincolnshire.co.uk or call 01205 820 892.
