Project Title:

Researching patient experiences of the Walsall NHS Walk-in Centre and exploring future developments within the Centre

Client:

Walk-in Centre Local Evaluation Working Group (Walsall PCT/NHS Direct)

Business Requirements

  • To undertake research to support the production of a business case for future funding and service development.
  • To explore existing patients’ experiences of the Nurse, Dental Access Centre and Citizens Advice Bureau services, and of the centre overall
  • To understand and explore the reason for accessing the Walk-in Centre
  • To understand the levels of awareness amongst non-users of the centre, and their behavioural patterns when accessing healthcare services in general
  • To explore the range of services the centre could offer, as preferred by existing patients, and to understand how patients feel the centre could be developed

Project Outline

  • To conduct telephone and postal interviews amongst patients; repeated amongst a second batch of patients who had visited the centre 9 months after the first batch, to monitor the impact of increased footfall on patient satisfaction
  • To conduct street interviews amongst non-users
  • To facilitate focus groups amongst patients

Project Outcome

  • All stages of the research have now been completed and initial findings presented to the client
  • The client was very encouraged by the extremely positive reaction given by patients, together with practical suggestions for operational developments; areas for improvement and space limitations confirmed the client’s concerns
  • A summary presentation including excerpts of live footage from the focus groups is currently being prepared for presentation to Walsall Primary Care Trust

"Carousel consulted with the Walk-in Centre local evaluation working group in detail, visiting the centre and gaining a good understanding of the issues involved in order to design the research process most effectively. They fed back results after each stage and developed a good relationship with patients, enabling them to express their thoughts and ideas in a way which will help us to continue tailoring the centre to their requirements."

Clare Craddock, Chair,Walsall NHS Walk-in Centre Local Evaluation Working Group

"It was such an eye-opener to see and hear patients re-living their experiences at the focus groups. Whilst understanding the difficulties involved, they talked openly about issues showing us just how much more we can do."

Louise McMahon, Locality Manager, Walsall Primary Care Trust