Enter and view: Queen's Hospital Discharge Lounges (second visit)

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Summary of report content

Healthwatch Havering conducted an Enter and View visit to the Queen's Hospital Discharge Lounge. The lounge is open from 7.30am until around 7.00pm; but the aim is to ensure that patients remain in it for as short a time as possible. There are 82 operational staff and a Health Care Assistant on duty. Healthwatch observed the Ground Floor lounge and the Level 2 Lounge.

The team felt that the lounge offered more than adequate space to provide a service which might need to accommodate as many as 30 patients at any one time; at the time of the visit, there were 6 people awaiting transport. The area was furnished with both upright chairs and armchairs for those patients who were not wheelchair users. However, only magazines were available to provide any way of passing the time; no TV was available, but there were some posters and pictures on the walls. Additionally, there were toilets (suitable for all needs), a store room, ambulance drivers’ sitting area and a kitchen where drinks could be prepared.

Healthwatch made the following recommendations: to consider requesting volunteers for the department to supplement the duties of the HCA, to consider acquiring a TV set, to ensure investigation is carried out into the reasons for the delays in obtaining medication, to take steps to discourage patients who don't need to make use of ambulance services from doing so, to ensure discharge procedures are communicated clearly to patients. 

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General details

Report title 
Enter and view: Queen's Hospital Discharge Lounges (second visit)
Local Healthwatch 
Healthwatch Havering
Date of publication 
Wednesday, 13 February, 2019
Date evidence capture began 
Wednesday, 13 February, 2019
Date evidence capture finished 
Wednesday, 13 February, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Health and safety
Information providing
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
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

Secondary care services 
Discharge lounge

Details of people who shared their views

Age group 
Specific ethnicity if known 
Sexual orientation 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.