Enter and view: Lancaster Suite Royal Lancashire Infirmary, Lancashire

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Summary of report content

In particular they followed 5 patients’ journeys. The team of trained Enter and View representatives recorded their observations along with feedback from service users, staff and, where possible, relatives and friends. The team compiled a report reflecting these observations and feedback. The report included a number of positive comments by patients and their families along with recurring themes which highlighted where care could be further improved. As a result of Healthwatch Lancashire’s findings the feedback highlighted a number of reoccurring themes which brought changes in the following five areas: 1. Introduction of name boards which now include patient name, name of consultant, name of nurse and any individual or specific needs. 2. A new poster designed and developed in association with Healthwatch Lancashire to inform how patients, carers, relatives can raise concerns or make complaints. 3. A ‘Sleep Well’ campaign was launched on the ward. 4. A review of staffing over seven days was undertaken to ensure staffing is sufficient over the full week. 5. Reiteration of the professional responsibilities of all staff when caring for patients. Healthwatch Lancashire’s team of representatives returned to the ward 15 months later to speak to the patients, staff and friends and family members about their views on the changes made in the five areas that were highlighted as requiring improvement during the previous visit. In order to observe whether those recommendations had been implemented they spoke to eleven patients and relatives, structuring conversations around the five areas identified in the original report.

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General details

Report title 
Enter and view: Lancaster Suite Royal Lancashire Infirmary, Lancashire
Local Healthwatch 
Healthwatch Lancashire
Date of publication 
Thursday, 19 May, 2016
Date evidence capture began 
Thursday, 19 May, 2016
Date evidence capture finished 
Thursday, 19 May, 2016
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Health promotion
Information providing
Quality of care
Staff levels
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
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
Inpatient care

Details of people who shared their views

Number of people who shared their views 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Not known
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 
Service manager
Does the information include other people's views? 
Not known
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? 
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.