Enter and view: Moorfields Eye Clinic, Bedford

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Summary of report content

Healthwatch Bedford Borough conducted an announced Enter and View visit to Moorfields Eye Clinic at Bedford Hospital on 11 February 2015. The visit consisted of engagements with patients, relatives/carers and staff members and observations of interactions. The team did not visit the service delivery area. The purpose of the visit was to gather information based on the ’15 Steps Challenge’; where the first impressions of the ward count towards the nature and quality of the service. The patients were complimentary about the level of care they received, and the team observed good communication and support from staff. The physical environment was a cause of concern for the team. Space was considered very limited, particularly for wheelchair users and those with mobility difficulties. Additional space in the form of a portacabin outside the main building was used, however, the team considered the space inappropriate in terms of access and quality of care. Staff recognised the nature of the environment and introduced the ‘sticker scheme- helping hands’ to support people through the clinic with reduced stress; something the team found useful. The report made a number of recommendations to improve the physical environment of the clinic. No response from the provider has been made available.

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General details

Report title 
Enter and view: Moorfields Eye Clinic, Bedford
Local Healthwatch 
Healthwatch Bedford Borough
Date of publication 
Monday, 2 November, 2015
Date evidence capture began 
Tuesday, 11 February, 2014
Date evidence capture finished 
Tuesday, 11 February, 2014
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Quality of care
Support
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5175

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
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 
Outpatients

Details about conditions and diseases

Conditions or diseases 
Eye conditions

Details of people who shared their views

Number of people who shared their views 
9
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 
Service manager
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? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.