Enter and view: Accident and Emergency Department, Royal Blackburn Hospital

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Summary of report content

Healthwatch Blackburn with Darwen Enter and View representatives conducted an unannounced Enter and View visit at Accident and Emergency (A&E) department on Saturday 24 February 2018 at 4.40pm to 7pm to collect views directly from patients, staff and carers/family members on their experiences of Accident and Emergency department. Healthwatch Blackburn with Darwen spoke to 16 patients, 8 carers/family members and 17 staff members and undertook 2 observations. The key findings are: The majority of patients, carers/family members and all of the staff described the Accident and Emergency department as good, very good or excellent. 81% of patients had sought advice before attending A&E department from 111 NHS Service, Accrington Hospital, Burnley Hospital, Pharmacy and informal advice from neighbours. All of the patients said that when they arrived at Blackburn Hospital they could find A&E easily. All of the patients felt safe at A&E. All of the carers/family members said that the staff were very good or excellent. All of the patients and carers/family members said that the staff had treated them with dignity and respect. Recommendations are: To review the relevance of the staffing notice board as part of the Trust’s review of information that should be displayed at the entrance of each ward. To implement electronic methods of calling patients to their appointments, which would either display their name or announce their name loudly. To review the access to disabled toilets to allow space for patients in a wheelchair to access these facilities easily. To share best practice working as a successful effective team with other wards/units in East Lancashire Hospital NHS Trust.

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General details

Report title 
Enter and view: Accident and Emergency Department, Royal Blackburn Hospital
Local Healthwatch 
Healthwatch Blackburn with Darwen
Date of publication 
Tuesday, 1 May, 2018
Date evidence capture began 
Saturday, 24 February, 2018
Date evidence capture finished 
Saturday, 24 February, 2018
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Information providing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Structured interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Secondary care services 
Accident & emergency

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? 
Types of health and care professionals engaged 
All care professionals
Service manager
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact

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.