Enter and view: Lewisham Hospital, Queen Elizabeth Hospital, and Darent Valley Hospital Accident and Emergency Departments

Download (PDF 667KB)

Summary of report content

Healthwatch Lewisham, Healthwatch Bromley, Healthwatch Greenwich, Healthwatch Bexley and Healthwatch Kent (Local Healthwatch) gather information on people’s experiences of health and social care services and there are times when it is appropriate for Local Healthwatch to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Local Healthwatch visited Lewisham Hospital, Queen Elizabeth Hospital, and Darent Valley Hospital Accident and Emergency Departments on Friday 7th February 2014. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. The majority of people who were interviewed in the A&E departments across the three hospitals were positive about their experience. Most said that staff members were polite, respectful, friendly and helpful. All three Enter and View teams were pleased with the staff conduct they observed during their visits, finding members welcoming and engaging. The ambience in the areas visited was generally reported as calming and appropriate. ARs were satisfied with the lighting and cleanliness of these areas, though the team visiting Darent Valley hospital had some concerns about litter and the team visiting Queen Elizabeth Hospital felt the cleanliness standards could be improved. The difficulties each enter and view team encountered was capturing views from patients/ relatives for the entire patient journey (through to the point of discharge) as patients would either be called to the clinical room or triage room whilst the team were in the process of interviewing them. Local Healthwatch will be working with the providers to address areas of concern identified in this report and will use our position as an independent consumer champion for health and social care to exert an effective and responsible influence on services to secure improvements.

Would you like to look at:

General details

Report title 
Enter and view: Lewisham Hospital, Queen Elizabeth Hospital, and Darent Valley Hospital Accident and Emergency Departments
Local Healthwatch 
Healthwatch Bexley
Healthwatch Bromley
Healthwatch Greenwich
Healthwatch Kent
Healthwatch Lewisham
Date of publication 
Friday, 7 February, 2014
Date evidence capture began 
Friday, 7 February, 2014
Date evidence capture finished 
Friday, 7 February, 2014
Type of report 
Enter and view
Key themes 
Access
Administration
Admission
Building and facilities
Communication between staff and patients
Information providing
Quality of care
Quality of staffing
Quality of treatment
Healthwatch reference number 
Rep-5930

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
If this work has been done in partnership, who is the partner? 
Healthwatch Lewisham, Healthwatch Bromley, Healthwatch Greenwich, Healthwatch Bexley and Healthwatch Kent
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

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 
Not known
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
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.