Enter and view: Frailty Unit, Whipps Cross University Hospital

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Summary of report content

Healthwatch Waltham Forest conducted an Enter and View visit to the Frailty Unity, including the Admission Avoidance Team (AAT), at Whipps Cross University Hospital on 20th June 2019. The visit was carried out after Healthwatch Waltham Forest was commissioned to deliver an Urgent Care Patient Engagement project through reviewing service users' experiences of Urgent and Emergency Care Services in Waltham Forest and at Whipps Cross Hospital. Feedback was gathered from patients and staff, through observation, interviews and surveys.

The Forest Assessment Unit (FAU) helps frail patients over the age of 65 to have a speedy recovery and avoid a lengthy stay in the hospital. Overall, the Enter and View representatives found the service offered an exemplary level of care to the people who used it. This was reflected in the interviews and observations of interactions between patients and staff and the existing structures and systems in place. They observed care given to patients using a person-centred approach which enabled patients to be actively involved in decisions made about their care. Patients were treated with care and compassion. The service offered a range of activities and support tools to meet the needs and wishes of their patients. This contributed to the patient’s overall improvement in health enabled them to be discharged faster and more efficiently.

Based on their findings, Healthwatch Waltham Forest made four recommendations:

  1. With the FAU's consent, for Healthwatch Waltham Forest to share the good practice seen in the FAU and reporting back to the commissioners and relevant health and social care forums regarding the outcome of this Enter and View visit.
  2. For the FAU to review the current IT system with a view to improving system efficiency.
  3. For senior management to put in place additional support systems to ensure that staff are supported in sustaining the high-quality patient care, and to review the management of the nurses' station area to help manage the first point of contact and ensure communication is managed effectively.
  4. For the service to explore any possibilities of allowing natural light in to the unit where possible and enabling patient accessibility to the existing hospital garden space.

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General details

Report title 
Enter and view: Frailty Unit, Whipps Cross University Hospital
Local Healthwatch 
Healthwatch Waltham Forest
Date of publication 
Wednesday, 3 June, 2020
Date evidence capture began 
Thursday, 20 June, 2019
Date evidence capture finished 
Thursday, 20 June, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Holistic support
Information providing
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other local body
Primary research method used 
Structured interview
User stories
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
Care of the elderly
Urgent and emergency care services 
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Specific ethnicity if 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 
Care / support workers
Service manager
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? 
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.