Enter and view: Out-patients at Diana Princess of Wales Hospital, North East Lincolnshire

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Summary of report content

Aim: To gain the experiences of patients. This is an announced visit due to recommendations from the previous visit on 19th October 2015. We spoke to 32 out-patients across the 4 out-patient zones on the 2 visits Staff were friendly and co-operative and we saw some signs of improvements since our visit in October 2015, but we believe that further actions are needed to improve the patient experience. The décor and hygiene/cleanliness in all four out-patient areas appeared good with sanitizer dispensers available for use. The layout of these areas was generally good but in Zone 1 patient concerns were raised about it feeling crowded and in Zone 4 repeated comments were made about heat/stuffiness and how it felt in the waiting corridor (see observations below). No trip hazards were evident in any area. All staff appeared smart and all wore ID badges. We particularly note speaking to a member of staff who had managed to fix her broken yellow badge to her ID badge while awaiting its replacement. Privacy is maintained in all zones through the use of individual consulting rooms. We would particularly want to thank staff for their pleasantry throughout these visits both to ourselves and to patients. We concluded that while there may have been some improvements they do not appear significant and that there remain significant issues in some specialties where current resources struggle in the face of persistently high demands. 10 further recommendations were made.

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General details

Report title 
Enter and view: Out-patients at Diana Princess of Wales Hospital, North East Lincolnshire
Local Healthwatch 
Healthwatch North East Lincolnshire
Date of publication 
Thursday, 8 December, 2016
Date evidence capture began 
Friday, 12 August, 2016
Date evidence capture finished 
Thursday, 18 August, 2016
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Quality of appointment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
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 
Structured interview
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

Secondary care services 

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 
Types of health and care professionals engaged 
Service manager
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? 
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.