Enter and view: Milton Keynes University Hospital, Milton Keynes

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Summary of report content

Healthwatch Milton Keynes authorised representatives visited Wards 17 and 18 of Milton Keynes University Hospital on 4th and 5th September 2017 in response to a Red to Green initiative being rolled out across the hospital. The initiative had already been introduced to Ward 18 but not to Ward 17. At the beginning of the visit representatives made themselves known to most senior staff members and provided them with a letter confirming the purpose of the visit. 10 patients on Ward 17 and 7 on Ward 18 identified by the staff as clinically appropriate for Healthwatch to engage with. Each of these patients was approached and permission gained to interview them. All patients, or their relatives or carers, had seen the bedside leaflet and agreed to the interview. The enter and view team had designed a number of prompts to encourage the patient to about what they knew of their treatment and the information they had been given. The team wrote notes during the visit and transcribed them later for analysis. On Ward 17 the 24 positive comments regarding information on treatment outweighed the 8 negative comments. On Ward 18 15 positive comments were received and 21 negative ones making the patient experience poorer overall on this ward. Following the visits the lead representative met with the Patient Experience and Engagement Manager to discuss the findings. During the visit the patients were asked if they could make one change what would it be and some of the recommendations based on the results were as follows: patients should be included in any discussions around the bed, a welcome pack personalised to the patient on admission, a written discharge letter advising what to expect, both physically and mentally, in the first few days and weeks after going home. Following the Healthwatch visit Ward 18 have undertaken a patient experience review meeting led by the Complaints/PALS Lead and the Patient Experience Manager. Ward 17 have a meeting booked for October 2017.

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General details

Report title 
Enter and view: Milton Keynes University Hospital, Milton Keynes
Local Healthwatch 
Healthwatch Milton Keynes
Date of publication 
Saturday, 9 September, 2017
Date evidence capture began 
Saturday, 9 September, 2017
Date evidence capture finished 
Saturday, 9 September, 2017
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Holistic support
Information providing
Staff attitudes
Staff levels
Staff training
Other information of note about this report 
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 
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

Primary care services 
GP practice
Secondary care services 
Care of the elderly

Details about conditions and diseases

What type of pregnancy or maternity themes are included in the report 

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? 
Not known
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? 
Not known
Is there evidence of impact external to the report? 
Not known
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.