Enter and view: Lewisham Hospital, Queen Elizabeth Hospital, Princess Royal University Hospital, and Darent Valley Hospital Maternity Departments

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Summary of report content

Healthwatch Lewisham, Healthwatch Bromley, Healthwatch Greenwich and Healthwatch Bexley (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, Princess Royal University Hospital, and Darent Valley Hospital Maternity Departments on 31 March and 6 May 2014. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. Responses from patients across the Maternity Departments of the four hospitals were generally positive. Most patients told ARs that staff members were polite, respectful, friendly and helpful. All four Enter and View teams were happy with the staff conduct they observed during their visits, finding staff members welcoming and engaging. The ambience in the areas visited was reported as calm and interactions observed between staff and patients suggested that patients are treated with kindness and respect. Cleanliness across the four hospitals was rated well however the ARs visiting the PRUH felt the entrance and reception areas in the Maternity Ward could have been more welcoming. ARs visiting Queen Elizabeth Hospital were very impressed with their discharge process, praising the discharge sessions provided to mums and the ‘comprehensive’ and ‘useful’ packs handed out. ARs felt that this discharge process is a good example of best practice. 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.

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General details

Report title 
Enter and view: Lewisham Hospital, Queen Elizabeth Hospital, Princess Royal University Hospital, and Darent Valley Hospital Maternity Departments
Local Healthwatch 
Healthwatch Bexley
Healthwatch Bromley
Healthwatch Greenwich
Healthwatch Lewisham
Date of publication 
Tuesday, 6 May, 2014
Date evidence capture began 
Thursday, 31 March, 2016
Date evidence capture finished 
Tuesday, 6 May, 2014
Type of report 
Enter and view
Key themes 
Information providing
Quality of care
Quality of staffing
Quality of treatment
Healthwatch reference number 
Rep-5961

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
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 
Maternity

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? 
Positive

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.