Survey reveals Urgent Treatment Centre team is good at allaying patients’ fears

Feedback from patients in the latest survey of emergency and urgent care services shows our team at West Cornwall Hospital’s Urgent Treatment Centre is doing well when it comes to allaying patient’s fears and anxieties.

Part of the Care Quality Commission’s annual survey programme, 420 people who came to the Urgent Treatment Centre at West Cornwall Hospital were asked for their views. They had all attended the department between October 2018 and March 2019, which includes the most demanding time of the year for our emergency teams.

In response to questions about how well staff caring for them discussed any anxieties or fears they had about their condition, patients rated West Cornwall Hospital as better than the average for similar services across England. They were also better at making sure patients knew who to contact if they were worried about their condition or treatment after they left the department.

The Urgent Treatment Centre provides care for people with less urgent conditions and minor injuries, as well as seeing appropriate referrals from local GPs or brought in by ambulance. The Centre is open around the clock and is run by a team of emergency nurse practitioners, doctors, GPs, nurses and support staff.

Director of Nursing, Midwifery and Allied Health Professions, Kim O’Keeffe said,

“The national patient surveys are one of many ways we ask patients to tell us about their experience. What they tell us is used to help us continually improve patient care and safety and it’s always good to see where we are doing well and where we need to improve.”

In all other aspects of the survey the Urgent Treatment Centre and the Emergency Department at the Royal Cornwall Hospital, where 1.250 patients were asked for their feedback, rated their care similarly to patients around the country.

Kim added,

“As part of this coming winter’s #HelpUsHelpYou campaign, making the most of our urgent treatment centre and the network of minor injury units across Cornwall is something we’ll be encouraging, so it’s great for patients to know they’ll get brilliant care.”

The urgent and emergency care survey results can be found on the Care Quality Commission website:

West Cornwall Hospital – Urgent Treatment Centre
Royal Cornwall Hospital – Emergency Department

Added on October 28, 2019, in News - Patient Experience / Trust Improvement / West Cornwall Hospital