Enter and view: Hospital outreach report, Kingston Upon Thames

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Summary of report content

In 2017, Healthwatch Kingston upon Thames, finalised a report into Kingston Hospital Outreach. In order to gather the information, Healthwatch Kingston carried out 9 spot checks visits. The departments visited were; Physiotherapy, Pain Management Clinic, Maternity Department, ENT (Eyes, Nose, Throat) Royal Eye Unit, Main Outpatients, Radiology and the Cancer Unit. During the visits they spoke to 137 people and gained many varying experiences and viewpoints. The recommendations picked out the themes and trends which appeared most prominently amongst the patient feedback. Findings across all department visits were listed as: • The majority of patients spoken to said they found communications around appointments satisfactory. • Communication and appointments systems at the Hospital varied widely across the different departments visited. • People who said they had received reminders by phone call or text said they found this useful. • Most people who called the Hospital were spoken to but a minority were not able to get through. • Signage when arriving from Kingston Hill and Norbiton Station was raised as a problem. • People frequently raised parking at the Hospital as a problem. • The self-check in machines were commented on with varying feedback positive and negative viewpoints. Suggested recommendations included: • Kingston Hospital should work to improve verbal and visual communication. • Kingston Hospital should ensure that patients do not receive contradictory information regarding their appointments. • Kingston Hospital should implement text and phone call appointment reminders across all departments. The report was presented to Kingston Hospital but at the time of publication no response from the provider was included in the report.

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General details

Report title 
Enter and view: Hospital outreach report, Kingston Upon Thames
Local Healthwatch 
Healthwatch Kingston upon Thames
Date of publication 
Sunday, 1 January, 2017
Date evidence capture began 
Tuesday, 1 November, 2016
Date evidence capture finished 
Sunday, 1 January, 2017
Type of report 
Enter and view
Key themes 
Booking appointments
Car parking access
Communication between staff and patients
Information providing
Staff attitudes
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
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? 
Not Known

Details of health and care services included in the report

Secondary care services 
Breast screening
Cancer services
Ear, nose and throat
Pain management clinics

Details about conditions and diseases

Conditions or diseases 
Ear nose and throat conditions
Eye conditions
Fertility, pregnancy and childbirth

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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not applicable

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.