Enter and view: New Cross Hospital A&E Department

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Summary of report content

Healthwatch Wolverhampton conducted two Enter and View visits to the Accident and Emergency Department of New Cross Hospital on the 20 and 24 January 2015. The visits were developed in response the reported performance of patients being seen within four hours being 80% against a target of 95%, along with feedback received from recent attendees to A & E The Authorised Representatives asked how long people had been waiting within the A&E department. Eleven had been seen within 1 hour of arrival, two of these were children which meant that 100% of children waited less than an hour. Fifteen people had waited between 1 to 2 hours, three had waited between 2 to 3 hours and only one person had waited between 3 to 4 hours. The visiting team also heard that people were not aware of the 111 service or the walk in centre, that some had attended because they could not get hold of a GP, and some people said that car parking charges were too high. The report recommends that display screens should be checked to ensure that patients can clearly see and understand information and that they are continually updated in respect to information at A & E in particularly waiting times for minor and major incidents, and that Information should be made available to patients regarding their own waiting times as appropriate. There was no provider response included within the report.

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General details

Report title 
Enter and view: New Cross Hospital A&E Department
Local Healthwatch 
Healthwatch Wolverhampton
Date of publication 
Saturday, 24 January, 2015
Date evidence capture began 
Tuesday, 20 January, 2015
Date evidence capture finished 
Saturday, 24 January, 2015
Type of report 
Enter and view
Key themes 
Access
Administration
Admission
Car parking charges
Communication between staff and patients
Diagnosis
Discharge
Information providing
Other
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-5145

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
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Unannounced

Details of health and care services included in the report

Urgent and emergency care services 
Accident & emergency

Details about conditions and diseases

Types of disabilities 
No
What type of pregnancy or maternity themes are included in the report 
N/A

Details of people who shared their views

Number of people who shared their views 
30
Age group 
Not known
Gender 
Not known
Ethnicity 
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? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Nurses
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.