Enter and view: Croydon University Hospital Physiotherapy department

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Summary of report content

Healthwatch Croydon decided to do a Enter and View visit to the Physiotherapy Department at Croydon University Hospital, part of the Community Integrated Musculoskeletal Service (CIMS), on 17th November. Healthwatch Croydon trends analysis report showed a high number of people had problems with booking appointments, and with a cancellation rate of 10% late cancellations and 10% failing to attend, the department were considering different ways that patients could inform them if they were going to cancel to alleviate the problem. The Healthwatch team observed the waiting and reception areas and spoke to patients and staff. The Authorised Representatives did not view any of the treatment areas as they were in-use at the time of the visit. They were informed that with more demand for Physio; same amount of resources and no additional income there was much added pressure on the department The findings of the report show that overall patients felt they received a good service and were pleased with the treatment received. With support from clinicians, patients were consulted about their treatment in the hospital. The team met with consultants regularly to discuss outpatients’ care. The team made some recommendations that are included in the report, that would help improve the booking and cancellation service. The services provider responded with clarifications. They did inform the team that Physiotherapy receives the bulk of departmental referrals and demand has increased, whilst resources and budgets remained the same.

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General details

Report title 
Enter and view: Croydon University Hospital Physiotherapy department
Local Healthwatch 
Healthwatch Croydon
Date of publication 
Tuesday, 17 November, 2015
Date evidence capture began 
Tuesday, 17 November, 2015
Date evidence capture finished 
Tuesday, 17 November, 2015
Type of report 
Enter and view
Key themes 
Booking appointments
Communication between staff and patients
Complaints procedure
Cost of services
Waiting times and lists for treatment
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

Secondary care services 

Details about conditions and diseases

Conditions or diseases 
Musculosceletal conditions

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 
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 but provider disagrees
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.