Enter and view: Croydon University Hospital, A & E Department

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Summary of report content

Healthwatch Croydon conducted an announced Enter and View visit to the A&E Department of Croydon University Hospital on 29 March 2014. The visit was designed in response to issues raised by Healthwatch Croydon members and the general public relating to waiting times, environment, and staffing levels at the A&E Department. The media had highlighted Croydon University Hospital's rating as the second-worst in London for A&E waiting times. Waiting times, staffing, environment, A&E and Urgent Care joint working were raised as concerns in a recent Care Quality Commission report. The report notes that a proposed new build of A&E with improved facilities and layout was planned to open in 2015, with the existing A&E staffing plan to recruit a further 0.5 matron in addition to two already in place; plus paramedics meant the Department expected to be fully staffed by before then. The Authorised Representatives were told that staff do 25 days training per year including customer service training and the Department offers Dementia services and have received awards for this. They were also told of a joint event held with HearUs and the Mental Health Forum early in 2013 to increase staff awareness of mental health issues. The report makes three recommendations related to the environment and there is no response from the provider included in this report.

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General details

Report title 
Enter and view: Croydon University Hospital, A & E Department
Local Healthwatch 
Healthwatch Croydon
Date of publication 
Saturday, 29 March, 2014
Date evidence capture began 
Saturday, 29 March, 2014
Date evidence capture finished 
Saturday, 29 March, 2014
Type of report 
Enter and view
Key themes 
Access
Administration
Admission
Building and facilities
Car parking access
Car parking charges
Cleanliness hygiene and infection control
Communication between staff and patients
Decor
Discharge
Engagement
Food and nutrition
Health and safety
Health protection
Information providing
Quality of patient transport
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5097

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

Details of health and care services included in the report

Secondary care services 
Acute services with overnight beds
Urgent and emergency care services 
Accident & emergency

Details about conditions and diseases

Types of disabilities 
Not known
Types of long term conditions 
Not known
What type of pregnancy or maternity themes are included in the report 
N/A

Details of people who shared their views

Number of people who shared their views 
4
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.