Summary of report contentHealthwatch Havering conducted a series of Enter and View visit to the Accident and Emergency Department of Queen's Hospital in Romford during January 2018, March 2018, and September 2018. The most recent visit followed up the challenges that were faced by A&E in the previous two visits. This meant that the suggestions of triaging patients before registration and internal reviews had led to significant changes. The streaming process was not well managed as the streamers were not approaching patients and this would be an important part of the safety system. There was a lack of signage inside and outside the hospital that would be needed to direct people to the A&E department. Staff reported that there was financial strain meaning that alterations were unlikely and that staff worked exceptionally hard under great pressure. It was also highlighted that the multiple IT systems in use by staff did not communicate which left the risk of important information being missed. Recommendations were made by the representatives and included: That opportunity be given for staff, patients and members of the public to be involved in all stages of planning; That further consideration be given to means whereby streamers can identify seriously-ill patients at an early stage in order to avoid delay in their receiving attention; That addressing the IT Systems so that they are compatible with one another; That both internal and external signage be improved, and the possibility of providing “guiding lines” on floors or walls to provide easy-to-follow, colour-coded directions to specific areas; and That the arrangements for the availability and storage of trolleys and wheelchairs be reviewed to ensure that a sufficient supply is available to meet patients’ needs. The service provider responded positively and gave a detailed action plan to address the recommendations and issues raised in the report.
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Enter and view: A&E Queen's Hospital Romford
Date of publication
Thursday, 31 January, 2019
Date evidence capture began
Tuesday, 30 January, 2018
Date evidence capture finished
Wednesday, 19 September, 2018
Type of report
Enter and view
Building and facilities
Communication between staff and patients
Quality of care
Quality of staffing
Healthwatch reference number
Was the work undertaken at the request of another organisation?
Primary research method used
How was the information collected?
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced?
Urgent and emergency care services
Accident & emergency
Number of people who shared their views
Specific ethnicity if 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
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
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?
Tangible Impact (cost related)