Urgent Care Centre
Monthly Summary Report Sheet
Questions / Yes / No / N/AShotleyBridgeUrgent Care Centre
342comments cards were collected by ShotleyBridgefor October 2011 * NB figures have been rounded up to the nearest percentage*
- Do you feel the UCC is adequately sign posted?
- 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
- ShotleyHospital
- 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?
- 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?
- MakeShotleyBridge 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?
- 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 ShotleyBridge 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 ShotleyBridge 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
Please return to:
Jane Hesford
Patient Experience Team
DarlingtonMemorialHospital
NB* please identify which UCC you are returning the comments cards from Thank you