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Healthwatch Dorset

Project case study (2021-2022)

Accident and Emergency Care (A&E) in Dorset

Accident and Emergency Care (A&E) case study

Healthwatch Dorset carried out a review of how new ways of working for A&E services in Dorset have impacted patient experience. The team carried out phone interviews with patients who visited A&E in early 2021 and prepared a report with the findings.

Covid-19 changed the way A&E services are provided and the NHS now wants people to contact NHS 111 before visiting A&E.  Healthwatch Dorset investigated how new ways of working affected people and how patient experience at A&E could be improved.

Working in partnership with Poole Hospital, our volunteers carried out phone interviews with people who visited A&E in early 2021. Our findings and recommendations for improvement have been shared with the hospital and changes are already being made in the A&E department. A report was also shared with other Dorset hospitals and with NHS England Improvement.

Healthwatch Dorset is now investigating A&E patient experience at Dorset County Hospital to inform redevelopment of the hospital’s Emergency Department.

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“We are delighted with the plethora of positive feedback, especially during such a challenging time within the NHS due to the Covid-19 pandemic, and also the building/improvement work that was also ongoing at the Emergency Department and UTC at Poole Hospital at the time of your survey.”

Poole Hospital

Emergency Department Team

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