Enter and view: A&E Queen's Hospital Romford

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Summary of report content

Healthwatch 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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General details

Report title 
Enter and view: A&E Queen's Hospital Romford
Local Healthwatch 
Healthwatch Havering
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
Key themes 
Building and facilities
Communication between staff and patients
Information providing
Quality of care
Quality of staffing
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Unstructured 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

Urgent and emergency care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
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? 

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? 
Tangible Impact (cost related)

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.