Feedback Report: Emergency Departments in Devon

Brief summary of themes gathered from patients by HWDPT

Awareness – patients had very high levels of awareness of the other NHS services available.

GP services – many patients indicated they would have preferred to be seen by their GP rather than ED but were unable to book an appointment.

Multiple services – the majority of patients tried to access their GP first before being referred to ED by other services such as NHS 111 or MIU/UTC.

Emergency Departments – the majority of patients felt that ED was the correct choice for their treatment.

NHS 111 – the majority of patients that used NHS 111 were referred to ED.

Delays –there was no clear indication that the delays in waiting times for ongoing treatment or surgery is significantly impacting ED numbers.

Minor Injury Unit /Urgent Treatment Centre – more than half of those accessing an MIU/UTC were referred to ED because the services needed were not available in the community (e.g. CT scan, x-ray, blood tests, etc.).

Location – the majority of patients accessed the ED closest to their home.

Access – some patients highlighted the issues of accessing services, and ED, in rural areas.

Information screens –  there is evidence to suggest inconsistent information in EDs about other services and waiting times between sites.

Waiting Rooms – waiting rooms appeared busier due to large numbers of those accompanying the patient (e.g. relatives, children, friends).

“NHS Devon would like to thank Healthwatch staff and all the volunteers who supported this piece of engagement, for their time and commitment in visiting all of our hospital sites in Devon and talking to patients and their families. NHS Devon will take these findings and use them as set out in the recommendations to ensuring people in Devon can get the support they need, from the best place possible and giving them every opportunity to get the best outcomes for them.”