Enter and view: North Middlesex University Emergency Department

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Summary of report content

Healthwatch Enfield and Healthwatch Haringey gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Enfield and Healthwatch Haringey to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Enfield and Healthwatch Haringey visited North Middlesex University Emergency Department on Thursday 18th February 2016. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. The findings relate to themes around the reception- layout and communication access, communication support, fire and emergencies, patient pathways to scans. The report contains 10 recommendations which include frontline and clinical staff members should receive deaf awareness and visual impairment awareness training. A contract is put in place with a BSL interpreter provider (as there is locally for GP practices). This would clearly be of most use for appointments and elective surgery. A contract with a video link BSL service is available for use for emergency attendees (both at A&E and at Maternity). A reduction in relying on care workers to support the patients, as this can compromise the quality of information conveyed and this is also invasion of privacy. Pagers are rolled out into the ED, to alert deaf patients when it is their turn. 6. In the waiting area, use visual display with patients’ names to avoid possibility of them not hearing their name being called or not recognising it (if pronounced differently). Develop a policy and procedure for supporting those with sensory impairments when they present at ED. Produce a set of procedures for patients with a sensory impairment undergoing an MRI scan or similar procedure. Urgent action to deal with the assessment of the undulating pathway from main entrance to A&E. Review intercom arrangement at main entrance.

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General details

Report title 
Enter and view: North Middlesex University Emergency Department
Local Healthwatch 
Healthwatch Enfield
Healthwatch Haringey
Date of publication 
Thursday, 18 February, 2016
Date evidence capture began 
Thursday, 18 February, 2016
Date evidence capture finished 
Thursday, 18 February, 2016
Type of report 
Enter and view
Key themes 
Access
Administration
Building and facilities
Health inequalities
Health promotion
Health protection
Information providing
Interpreters
Healthwatch reference number 
Rep-6269

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 
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? 
No
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? 
Yes
What type of impact was determined? 
Implied Impact
Tangible impact (not cost related)

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.