Enter and view: Queens Hospital, Sunrise A & B Wards

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Summary of report content

Healthwatch Barking and Dagenham conducted an announced Enter and View visit to the Sunrise Wards (Older Peoples' inpatient services) at Queens Hospital, on 20 August 2013. The visit was part of a wider programme of work being undertaken around issues concerning health and social care services for older people and as a consequence of findings from the Francis Report. Overall, the Enter and View Authorised Representatives found that patients were satisfied with the way they were treated with one patient speaking about ‘the lovely Nurses’. However, patients indicated feeling that they did not always get enough time from nursing staff as they were all so busy. Visitors to the ward told the visiting team that their relatives were well looked after but that they thought staff were "rushed off their feet". Healthwatch Barking and Dagenham Authorised Representatives found that patient areas and facilities were clean and tidy, and the wards operate a policy of addressing patient/relative complaints immediately, rather than allowing them to escalate. Patients felt overall that the quality of the food was ok, although some patients commented on the limited choice and the portion size. Patients reported being generally happy with the personal care they received although some patients would prefer a choice of male or female staff when being washed. Communicating with and understanding softly spoken staff or those with strong accents presented a challenge for some patients. The report makes nine recommendations, three of which addressed patient concerns about the food, the others related to the support offered with personal hygiene and communication between staff and patients. There is no response from the provider included in this report.

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General details

Report title 
Enter and view: Queens Hospital, Sunrise A & B Wards
Local Healthwatch 
Healthwatch Barking And Dagenham
Date of publication 
Tuesday, 20 August, 2013
Date evidence capture began 
Tuesday, 20 August, 2013
Date evidence capture finished 
Tuesday, 20 August, 2013
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Discharge
Engagement
Food and nutrition
Health promotion
Health protection
Holistic support
Information providing
Integration of services
Quality of care
Quality of treatment
Service delivery organisation and staffing
Staff levels
Support
Healthwatch reference number 
Rep-5016

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? 
Announced

Details of health and care services included in the report

Secondary care services 
Acute services with overnight beds
Care of the elderly

Details about conditions and diseases

Types of long term conditions 
Not known
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 
10
Age group 
Not known
Gender 
All
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
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.