Enter and view: Croydon University Hospital (A&E Department)

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Summary of report content

In November 2013, Healthwatch Croydon carried out an Enter and View visit to the Accident and Emergency Department at Croydon University Hospital. The reason for the visit was based on issues raised by Healthwatch members and the general public relating to Accident & Emergency waiting times, environment and staffing levels. It was highlighted in the media that Croydon University Hospital was the second-worst in London for accident and emergency (A&E) waiting times. It had also been raised by the Care Quality Commission (CQC). Three representatives conducted the visit; they asked pre-planned questions and observed service delivery activity. They engaged with 6 service users. The report makes 6 recommendations, including a number of suggestions to improve the comfort of the waiting area, regular updates on waiting times and possible further action to explore the apparent lack of alternatives to A&E, such as Urgent Care or GP access.

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General details

Report title 
Enter and view: Croydon University Hospital (A&E Department)
Local Healthwatch 
Healthwatch Croydon
Date evidence capture began 
Monday, 25 November, 2013
Date evidence capture finished 
Monday, 25 November, 2013
Type of report 
Enter and view
Key themes 
Building and facilities
Car parking charges
Communication between staff and patients
Information providing
Quality of care
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
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? 
Not Known

Details of health and care services included in the report

Primary care services 
Out of hours
Urgent care services
Secondary care services 
Acute services with overnight beds
Urgent and emergency care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff'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.