Enter and view: Kingston Hospital Emergency Department

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Summary of report content

Healthwatch Richmond gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Richmond to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Richmond visited Kingston Hospital Emergency Department on June 2018. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. Patients were generally happy with the service provided by the Emergency Department. Considering the busyness of the department throughout our visits and the number of people that Healthwatch Richmond spoke to, they received relatively few complaints or suggestions for improvements. Despite the lengthy delays that patients could face, the department appeared to be well run and working hard to meet the ever increasing demands that it is under. Healthwatch Richmond were encouraged by the large number of positive comments that people made about staff in the department. Staff were clearly working hard to provide thoughtful and professional care to their patients. Healthwatch Richmond were impressed with the overall cleanliness and appearance of the department. The recently completed renovations are deserving of particular credit, especially the new section of Majors and the additional bays in Resus. Healthwatch Richmond did however have some concerns regarding the consistency of food and drink provision to patients facing lengthy stays in Majors. Healthwatch Richmond also encountered a few issues around the provision of personal care, although there was no evidence to suggest that these were recurrent in nature. Our visits highlighted that staff were not always clearly communicating to patients what was going to happen next, especially after triage. Alongside this, there was definite scope for widening the array of information resources available to patients, as well as improving the interim signage on display at the main entrance and reception. Healthwatch Richmond visits also underlined the difficulties faced by patients with mental health conditions who have to wait for a long time before being assessed. Overall, Healthwatch Richmond were impressed with the service being provided and recognise the efforts that the Hospital are making to improve the facilities and care being delivered.

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General details

Report title 
Enter and view: Kingston Hospital Emergency Department
Local Healthwatch 
Healthwatch Richmond upon Thames
Date of publication 
Thursday, 2 August, 2018
Date evidence capture began 
Thursday, 2 August, 2018
Date evidence capture finished 
Thursday, 2 August, 2018
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Information providing
Quality of appointment
Staff levels
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? 

Details of health and care services included in the report

Secondary care services 
Accident & emergency

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 
All care professionals
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 action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact

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.