Accident and emergency report, Isle of Wight

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Summary of report content

In November 2016 Healthwatch Isle of Wight completed two Enter and View visits to St Mary’s Hospital, Newport Accident and Emergency Department. The purpose of the visit was to gather patient experiences regarding communication, discharge, diagnosis and patient pathways. 113 surveys were completed which enabled them to conclude that: • 50% of people tried another service first • 41% of people tried to remedy the problem themselves • 50% of people tried NHS 111 before attending the Accident and Emergency Department • NHS 111 advised 93% of people that called them to go to the Accident and Emergency Department • 14% of people visited the Accident and Emergency Department in the last month with the same problem • 81% felt their needs were assessed straight away or very quickly • 74% of people were not given a clear idea of the likely waiting times • 70% of people felt that waiting arrangements were appropriate for their needs Recommendations were: 1. During initial triage process at A&E, patients should be offered a pain assessment and if required, pain relief offered at the earliest opportunity. 2. During initial triage assessment, A&E staff should give patients a general indication of the expected wait time to be seen and reasons why this may change. 3. After being triaged, patients should be kept informed of the length of time they may be expected to wait to be seen, particularly if the department is very busy. 4. A suitable area in the department should be accessible for children with toys and games and equipment maintained and ready to use. 5. A secluded or more private area should be offered to those patients whose dignity may be compromised when accessing the department. 6. All test results should be communicated to the patient as well as their GP without delay No provider responses are included in this report.

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General details

Report title 
Accident and emergency report, Isle of Wight
Local Healthwatch 
Healthwatch Isle of Wight
Date of publication 
Tuesday, 1 November, 2016
Date evidence capture began 
Tuesday, 1 November, 2016
Date evidence capture finished 
Tuesday, 1 November, 2016
Type of report 
Patient experience
Key themes 
Communication between staff and patients
Quality of treatment
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Visit to provider

Details of health and care services included in the report

Primary care services 
NHS 111
Urgent care services
Urgent and emergency care services 
Accident & emergency
NHS 111

Details about conditions and diseases

Types of disabilities 

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.