Summary of report contentIn 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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Enter and view: Hospital outreach report, Kingston Upon Thames
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
Car parking access
Communication between staff and patients
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
Primary research method used
How was the information collected?
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced?
Secondary care services
Ear, nose and throat
Pain management clinics
Conditions or diseases
Ear nose and throat conditions
Fertility, pregnancy and childbirth
Number of people who shared their views
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?
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?