Enter and view: Acute Admissions Unit (AAU), Whipps Cross University Hospital

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Summary of report content

Healthwatch Waltham Forest conducted an Enter and View visit to the Acute Admissions Unit (AAU) at Whipps Cross University Hospital on 28th June 2019. The visit was carried out after Healthwatch Waltham Forest was commissioned to deliver an Urgent Care Patient Engagement project through reviewing service users' experiences of Urgent and Emergency Care Services in Waltham Forest and at Whipps Cross Hospital. Feedback was gathered from patients, families, friends, carers and staff through observation and surveys.

Overall, Healthwatch Waltham Forest found that the AAU was a fast-paced unit. On arrival, staff in some areas of the unit were more responsive and welcoming than in others. Patients were not aware of how to formally make a complaint and were not aware of PALS in general. There was a good rapport between staff and patients; a number of patients described the staff team as compassionate and kind. Most of the staff spoken to had received little to no mental health training, and staff had not always received full induction training. Despite this, they felt that the culture of the unit was a positive one. 

Based on their findings, Healthwatch Waltham Forest made two recommendations:

  1. To introduce mental health training for all staff to enable them to confidently work in the best way with patients around mental health need.
  2. To put in place clear signage for reception/nurses' station areas, to help clearly guide patients and relatives to access information and support when needed.

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General details

Report title 
Enter and view: Acute Admissions Unit (AAU), Whipps Cross University Hospital
Local Healthwatch 
Healthwatch Waltham Forest
Date of publication 
Wednesday, 3 June, 2020
Date evidence capture began 
Friday, 28 June, 2019
Date evidence capture finished 
Friday, 28 June, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Food and nutrition
Holistic support
Information providing
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other local body
Primary research method used 
User stories
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

Urgent and emergency care services 
Urgent care services

Details of people who shared their views

Number of people who shared their views 
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 
Care / support workers
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? 
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.