Enter and view: County Hospital

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Summary of report content

Healthwatch Herefordshire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Herefordshire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Herefordshire visited County Hospital, Frome Wardon on 21st January 2015. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. Authorised representatives were guided by Staff and spoke with 14 patients and carers articulating the views of the person they were caring for. The majority of patients had varying degrees of memory impairment, some, however, without cognitive deficiency. Generally, patients and carers found that the service was good, adhered to the 10 principles of dignity, with caring, respectful staff who made patients feel safe, espoused independence and engendered an environment which welcomed feedback. The recommendations inform the view that on a ward where there are elderly, frail and vulnerable patients, it is absolutely essential that the healthcare professionals use a joined up and coordinated approach to communication, ensuring that patients, or their carers, families and friends, are as well informed as possible. Effective communication forms a fundamental but crucial part of the help and support healthcare professionals deploy in the treatment of their patients’ illnesses.

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General details

Report title 
Enter and view: County Hospital
Local Healthwatch 
Healthwatch Herefordshire
Date of publication 
Wednesday, 21 January, 2015
Date evidence capture began 
Wednesday, 21 January, 2015
Date evidence capture finished 
Wednesday, 21 January, 2015
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Information providing
Quality of care
Quality of regulation
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
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 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds

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 
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.