Urgent Care Centre



Urgent Care Centre

Monthly Summary Report Sheet

|Questions |Yes |No |N/A |

|Shotley Bridge Urgent Care Centre | | | |

|342 comments cards were collected by Shotley Bridge for October 2011 * NB figures have | | | |

|been rounded up to the nearest percentage* | | | |

|Do you feel the UCC is adequately sign posted? |324 (95%) |13 (4%) |5 (1%) |

|No definitely not. | | | |

|Yes, I think so | | | |

|Yes, very easy to find | | | |

|No, I went to outpatients first | | | |

|Ok, but could be better | | | |

|I knew where it was | | | |

|Could be improved | | | |

|Bit confused between UCC and Minor Injuries road signs | | | |

|Yes, although I was looking for minor injuries | | | |

|Shotley Hospital | | | |

|Ok | | | |

|Better now than it used to be | | | |

|Sign posted well | | | |

|What is this? | | | |

|Yes, but I was looking for Minor Injuries | | | |

|Okey | | | |

|Could be a few more | | | |

|Ok | | | |

|Yes, found it no problem | | | |

|Only at site, not from local roads | | | |

|Definitely not, saw only one sign | | | |

|Did you find the booking in system easy? |332 (97%) |2 (1%) |8 (2%) |

|Yes, and friendly | | | |

|Very easy | | | |

|Yes, I was asked what time I preferred. | | | |

|Very, and also welcoming | | | |

|Very easy | | | |

|Very organised and easy to follow | | | |

|Very | | | |

|Very | | | |

|Very straightforward | | | |

|Yes, had no problems | | | |

|Very easy | | | |

|Very good | | | |

|Not used, just turned up | | | |

|N/A Walk-in | | | |

|Brilliant | | | |

|Yes, most helpful | | | |

|Haven’t used to yet | | | |

|Yes, very friendly staff | | | |

|Very easy | | | |

|Yes, but a long of a wait | | | |

|Haven’t used it yet | | | |

|Yes, pleasant staff | | | |

|Yes, very helpful | | | |

|If not what problems did you find with the service? | | | |

|Sent to Dryburn first then back to Shotley | | | |

|Too long of a wait | | | |

|Waiting | | | |

|Confusing questionnaire distract me from my son’s cough | | | |

|How do you feel the service can be improved? | | | |

|More staff | | | |

|Not sure as it is my first time | | | |

|Its fine | | | |

|Not really | | | |

|People who listen on the phone properly | | | |

|Very good | | | |

|Water cooler if you are feeling unwell | | | |

|It was fine for me | | | |

|Not sure | | | |

|Always had excellent help | | | |

|Less waiting time | | | |

|Does not need improved | | | |

|Less questions when put through | | | |

|It all right | | | |

|No comment | | | |

|The service was fine | | | |

|Don’t know | | | |

|No improvement needed | | | |

|It’s fine | | | |

|Wider knowledge. Wasn’t aware of 111 number | | | |

|It couldn’t | | | |

|Perhaps a board/screen to inform wait time to be seen (estimate) | | | |

|Good service | | | |

|Nothing to improve | | | |

|Nicer seats | | | |

|Online booking | | | |

|The service is fine | | | |

|Toys for children | | | |

|Excellent already | | | |

|It’s fine | | | |

|Very good | | | |

|No problems. No improvements needed | | | |

|Headrests on seat | | | |

|No need to improve | | | |

|Very happy with service | | | |

|More clear instructions on what to do before you go to the UCC | | | |

|As yet cannot comment. Still in reception | | | |

|Not sure | | | |

|More staff? | | | |

|Make Shotley Bridge a main hospital again | | | |

|Less waiting | | | |

|Have bigger department. | | | |

|Initial nurse/doctor consult could be quicker | | | |

|I don’t | | | |

|It can’t | | | |

|Open longer | | | |

|Can’t | | | |

|Nothing | | | |

|Seems ok | | | |

|Reduced waiting times, appointments tend to be approximate. | | | |

|Nothing | | | |

|Couldn’t be improved | | | |

|Have a water dispenser | | | |

|None, it’s always really good | | | |

|Less waiting time | | | |

|Don’t know, adequate | | | |

|Less waiting time | | | |

|Possibly estimated waiting time | | | |

|I don’t. These nurses/doctors do a fine job as it is | | | |

|Service excellent | | | |

|Clearer signs please | | | |

|Signposting better | | | |

|Quicker service | | | |

|Better signage | | | |

|Less waiting time | | | |

|No need | | | |

|Don’t know | | | |

|None | | | |

|Car park a little unclear | | | |

|Quicker return telephone call | | | |

|Not sure | | | |

|Not so long to wait | | | |

|High chairs for disabled | | | |

|A re-think. Yes we need a hospital closer to home. | | | |

|None, very good | | | |

|Nothing seems to work well | | | |

|Good service | | | |

|This is the first time I have used this service. No issues. | | | |

|Appropriate surveys | | | |

|Everything ok | | | |

|Just less waiting time would be nice | | | |

|Think it’s great | | | |

|It is ok | | | |

|None at all | | | |

|Satisfactory | | | |

|It can’t. Service is very good | | | |

|Not really. I’ve always been impressed. | | | |

|Better | | | |

|It’s fine | | | |

|Excellent service | | | |

|Quicker appointment times | | | |

|Nothing at this time | | | |

|Doctor visiting home if you cannot travel | | | |

|Less time wasted | | | |

|Be faster | | | |

|Length of waiting | | | |

|It’s fine | | | |

| | | | |

|Do you feel you were treated with dignity and respect? |333 (97%) |0 (0%) |9 (3%) |

|Very much so | | | |

|Very pleased | | | |

|Definitely | | | |

|Yes! Most cordially – Thanks! | | | |

|Yes. It was fine thanks | | | |

|Yes. Excellent service | | | |

|Yes. Very much | | | |

|Absolutely | | | |

|Yes. The receptionist was very friendly. Great hospital as always | | | |

|Very much | | | |

|Definitely | | | |

|Yes. Very helpful and pleasant staff | | | |

|Yes. I had no problems as I was treat perfectly | | | |

|Yes, reception staff were very friendly and helpful | | | |

|Yes, very well | | | |

|Yes, very good service | | | |

|Yes, I do | | | |

|Yes. Receptionist made me feel welcome | | | |

|Very much | | | |

|Yes, excellent | | | |

|Yes lady on reception was really helpful too | | | |

|Yes, lovely staff. Especially receptionist | | | |

|How did you feel before you attended the UCC? | | | |

|A bit nervous, split knee open | | | |

|Small finger and hand injured and swollen | | | |

|Earache | | | |

|Not very well. Worried and sick | | | |

|Unwell, uncomfortable with a damaged toe | | | |

|Frustrated that no other avenues of treatment were available on a Saturday | | | |

|Fine | | | |

|Confident in service as I had been before | | | |

|Right wrist | | | |

|Not too well | | | |

|Ankle injury | | | |

|Baby unwell. High temperature, rash and cold symptoms | | | |

|Dizzy sore ear/fullness | | | |

|Split head. Felt ok. | | | |

|Right hand. 3rd finger swollen | | | |

|Left hand and arm injury | | | |

|Broken rist | | | |

|Sore on corner of mouth and swelling | | | |

|Swelling, soreness, redness of arm | | | |

|Extreme pain around end of penis (infection) | | | |

|Right leg hurt in fall | | | |

|Breathing difficulties | | | |

|Slightly anxious | | | |

|Cut to left hand | | | |

|Right wrist and right foot injury after a fall | | | |

|Sore | | | |

|Eye | | | |

|Unsure if injury warranted a visit | | | |

|Ok | | | |

|Headache, sick | | | |

|High temperature. Chesty cough | | | |

|Left knee and right ankle injured | | | |

|In pain | | | |

|In pain and swollen | | | |

|Unwell, very painful left ear | | | |

|Ok apart from wound on leg | | | |

|Pain in left lower arm and fingers | | | |

|Rash on back | | | |

|Ill | | | |

|Rash | | | |

|Pain in left hand caused by an injury at school | | | |

|Lump on left testicle | | | |

|Sore right elbow. Unable to use | | | |

|Swollen arm | | | |

|Bad cut on leg and bruising | | | |

|In pain | | | |

|Injured finger | | | |

|Unsure | | | |

|Unwell | | | |

|Nervous | | | |

|My son had a fall at school | | | |

|In pain | | | |

|Left abdomen pain when touched with sickness | | | |

|In agony | | | |

|Sore | | | |

|Reaction to antibiotics prescribed the week before | | | |

|Scratched eye this morning with mascara brush. Irritable and keeps watering | | | |

|Not himself. Sometimes just sits and says silly things | | | |

|Headache. Blurred vision | | | |

|Fgr | | | |

|Worried | | | |

|Concerned! | | | |

|Jammed finger in car door | | | |

|Lower back pain going around to side | | | |

|High temperature. Not eating or drinking. Crying a lot. | | | |

|Sore throat | | | |

|Worried about my daughter | | | |

|Pain | | | |

|Unwell | | | |

|I have not attended this centre before, but I was happy with the service I received. | | | |

|I was in pain after a fall | | | |

|In a lot of pain | | | |

|Confident that I would get assistance from my previous experience with the UCC | | | |

|Daughter did not feel well | | | |

|In pain | | | |

|In pain and didn’t want to go to Durham for a long wait in AE | | | |

|Apprehensive | | | |

|In pain | | | |

|Nose stitches coming loose. Stitch infection | | | |

|Very good | | | |

|In pain and discomfort | | | |

|Rash | | | |

|Pain in lower back. Shooting pains down legs | | | |

|Foot in pain across top. Really tender | | | |

|Dizzy. Disorientated. Sickness | | | |

|Very unwell | | | |

|Ill | | | |

|Fine | | | |

|As best as can be expected | | | |

|No wee. Won’t drink. Bad chest. Bad cold. | | | |

|Something in eye | | | |

|Stomach pain | | | |

|Chest pain/dizziness/tight chest. | | | |

|Pain in right hand and swelling | | | |

|Left hand injured | | | |

|Ear infection | | | |

|Sore wrist | | | |

|Left eye is hurting | | | |

|A little apprehensive | | | |

|Nervous | | | |

|In pain | | | |

|Sore throat | | | |

|Ok | | | |

|Unwell | | | |

|Difficulty in breathing. Sore throat | | | |

|Something in right eye | | | |

|Pained | | | |

|Ill!! | | | |

|Not very well | | | |

|Son in pain | | | |

|Lower back pain | | | |

|Son had fevers | | | |

|In pain | | | |

|Child was in pain with arm. Staff were very friendly and efficient. | | | |

|I felt fine. I was here due to my daughter having an accident at school. | | | |

|Pain in lower stomach | | | |

|Apprehensive about time it may take to be seen | | | |

|Didn’t know about Shotley Bridge drop in. | | | |

|Completely ill. Tonsillectomy. Post op. | | | |

|In pain…. | | | |

|In great pain | | | |

|Unwell and anxious | | | |

|Felt fine apart from pain from injury | | | |

|Long way to drive when you have a sick child | | | |

|Sore | | | |

|Hot, sore ear | | | |

|Unwell | | | |

|Bad wily | | | |

|Pains in the lower back going round to the groin and down leg | | | |

|Abscess lower region of back | | | |

|Left knee injury | | | |

|Ill? | | | |

|Ok | | | |

|Ok | | | |

|Ill | | | |

|Ok | | | |

|Bitten tongue | | | |

|Personal | | | |

|Congested | | | |

|Pain to right wrist after playing football. | | | |

|Earache | | | |

|Requires toilet a lot. Passing urine each time. | | | |

|Numbness in left cheek | | | |

|Asthma. Tight chest. Coughing. | | | |

|Grazed arm due to a fall | | | |

|Gall bladder | | | |

|Unwell | | | |

|Painful finger | | | |

|Rash and blisters | | | |

|Swollen right thumb | | | |

|Painful finger and foot after an assault | | | |

|Cystitis | | | |

|Child had been stung in neck by unidentified specimen | | | |

|Lower right and back abdominal pain | | | |

|Spilt lip | | | |

|Unwell | | | |

|Scabs and rash | | | |

|Rask ok | | | |

|Chest | | | |

|Cut across left hand over knuckles | | | |

|Daughter hurt right hand | | | |

|Lot of pain | | | |

|Pain in right side front abdomen going hip to back | | | |

|Was stung of a wasp/bee. Arm stinging. Swollen | | | |

|Ok…..? Apart from my ailment | | | |

|Fine | | | |

|Need stitches redone | | | |

|Injury to thumb | | | |

|Lack of breath | | | |

|Eczema | | | |

|Fine I have used the service before and have always been happy with the care | | | |

|Need for redressing o arm after operations at Sunderland. Distance prevented us going for | | | |

|fistula dressing because Sunderland staff not working today in the Renal department. | | | |

|Sickly little bit pain | | | |

|Infection on face | | | |

|High temp. Crying. Restless | | | |

|Stomach pain and sick | | | |

|Vomiting | | | |

|Sore | | | |

|Wasp sting in throat | | | |

|Fall hurt right hand | | | |

|Bad headache. Pain down back of neck. | | | |

|Sore willie. Swelling and discomfort. (My son) | | | |

|Really ill | | | |

|White mouth. Taking a while to take a bottle | | | |

|Bike accident. Bump to head | | | |

|Dizzy | | | |

|Fine | | | |

|I felt dizzy, sick and water infection and tummy ache. | | | |

|In pain! | | | |

|In a lot of pain | | | |

|Concerned over baby | | | |

|Bad Stomach | | | |

|Rain in r ankle | | | |

|Chest infection | | | |

|Arm hurt | | | |

|In pain with ankle | | | |

|Okay | | | |

|Ill and pain in the right hand and forearm | | | |

|Sore ankle | | | |

|In pain | | | |

|Unwell | | | |

|Headache. Pains in neck. Feeling sick. Pains down spine. | | | |

|Pains down middle of back and pains in knees | | | |

|Confident | | | |

|In pain | | | |

|In pain | | | |

|In pain | | | |

|Unwell. However, nervous about being seen as a time waster as eye infection. Not urgent. | | | |

|Stuffy nose. Chesty cough. | | | |

|Burnt and blistered wrist | | | |

|Failed contraception | | | |

|Anxious | | | |

|Cold. Shakey | | | |

|Son had infection in his lip. In lots of pain | | | |

|Backache. Chest pain. Shortness of breath. | | | |

|Large lump on shin. | | | |

|Infection after operation. | | | |

|Very unwell | | | |

|Unwell, unless I wouldn’t have been here. | | | |

|Nervous | | | |

|Ok | | | |

|Ok, little nervous | | | |

|Sick stomach dizzy | | | |

|Ill | | | |

|Ill | | | |

|Headache, earache, high temp, pain down right arm, pins and needles in right hand. | | | |

|Blisters and fluid loss to back of head. Stiff neck. | | | |

|Unsure. They put mind at rest | | | |

|Bad ears | | | |

|Recently had appendix out. Complaining about really sore on top of stitches. | | | |

|Breathless, coughing | | | |

|Swollen knee | | | |

|Severe earache | | | |

|Bad stomach. Headaches. Sickness | | | |

|Large lumps behind ears. Feeling generally poorly. | | | |

|Unwell, vomiting, headaches | | | |

|High temp. Sore ear. Right one not doing a lot. | | | |

|Low abdominal pain heavy bleeding. | | | |

|Pain in right side. Rashes | | | |

|Sickness & chest infection symptoms. Cough. Sore throat. | | | |

| |

|Patient Feedback from comments cards/telephone interviews |

|We are really pleased with the service and care |

|Always pleasant and helpful staff. Keep up the good work |

|Very helpful when I know I did not need emergency care, though needed to see someone |

|Excellent |

|Everything was great. Thank you |

|All telephone staff very friendly and helpful |

|Just thank you |

|Content |

|Good service |

|I think the care given at Shotley Bridge is much better than Dryburn |

|Excellent service. I would recommend to others. |

|Good service |

|Very good |

|Treated very well from start to finish. |

|V good |

|Keep it, save journey to Durham/Newcastle/Doctor. |

|Called 111. Very easy and quick. Very friendly staff – got me appointment – taking needs into account. Very good. |

|Great staff. Good service, always been wonderful |

|Very good |

|Its good to know there is somewhere to go when the doctors surgery is closed. |

|Treated well. |

|No great |

|I took my granddaughter here a week ago, on Sunday ear infection, fantastic service. |

|Always very efficient |

|First visit. Very impressed. |

|Happy with service |

|Excellent service. Especially when your GP is unavailable. |

|Excellent service. Far more efficient than UHND for all minor injuries. |

|Very good at what they do |

|Excellent service. Vital for the community. |

|Keep up the good work x |

|Very good |

|Quick, efficient service |

|I’ve attended the UCC previously and I’ve always been treated ok. |

|Brilliant |

|Keep up the good work. You’s aren’t praised enough!! |

|As vicar & Phd the full facilities needed, hospitalisation for my wife. Pity it is limited. |

|Great service |

|Should re-open the hospital to a full time |

|Prefer to attend Shotley instead of Durham. Closer and the knowledge of a swifter time to be seen |

|Just to make the local people more aware. Especially MS workers |

|I did not know that I should have telephoned 111. Now know |

|Fantastic |

|Good service, always seen quickly when with children |

|Very useful service. Easy to access |

|Excellent |

|Very good |

|Excellent service |

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|Please continue to submit completed comments cards each month. |

| |

|Please return to: |

|Jane Hesford |

|Patient Experience Team |

|Darlington Memorial Hospital |

| |

|NB* please identify which UCC you are returning the comments cards from Thank you |

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Summary Report UCC Oct 2011 uAugAu201120112011September2011-10-17 2011

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