Enter and view: Rapid Response Service

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Summary of report content

Healthwatch Waltham Forest conducted an Enter and View visit to the Rapid Response service, a nurse-led service that aims to prevent patient admission to hospital by delivering unplanned care within the patient's home. The visit was carried out after Healthwatch Waltham Forest was commissioned to deliver an Urgent Care Patient Engagement project, reviewing service users' experiences of Urgent and Emergency Care Services in Waltham Forest. Feedback was gathered from patients and staff through surveys and interviews.

Key findings included:

  • Patients had a very positive experience of the Rapid Response Service. The service delivered a caring and compassionate service to patients and used a person centred approach.
  • The service offered a high quality and comprehensive service in treating people with conditions in need of immediate care at home. The service was shown to be a key factor in helping to reduce hospital admissions.
  • Staff were conversant of the complaints procedure for patients and worked closely with the Patient’s Advice and Liaison Service (PALS) in order to meet patients' needs.
  • The service had a comprehensive staff training system in place; staff received a comprehensive training package that they felt was relevant to their job.
  • Staff felt they were a part of a strong team supported by the management and leadership team.

Based on these findings, Healthwatch Waltham Forest made two recommendations:

  1. Healthwatch Waltham Forest would like to share with others the good practice shown in the delivery of care for Rapid Response service users.
  2. For the Rapid Response service to work together with Waltham Forest Clinical Commissioning Group (CCG) and GP practices in order to: review current systems in place and identify how best to deliver a collaborative service; and raise awareness amongst local GPs to ensure that only appropriate referrals are made to the Rapid Response service.

The report features a positive response from the service provider.

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General details

Report title 
Enter and view: Rapid Response Service
Local Healthwatch 
Healthwatch Waltham Forest
Date of publication 
Wednesday, 3 June, 2020
Date evidence capture began 
Wednesday, 17 July, 2019
Date evidence capture finished 
Wednesday, 17 July, 2019
Type of report 
Enter and view
Key themes 
Access
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
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 
Rep-7552

Methodology and approach

Was the work undertaken at the request of another organisation? 
Yes
What type of organisation requested the work 
Other local body
Primary research method used 
Observation
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

Primary care services 
Urgent care services
Community services 
Community healthcare and nursing services
Urgent and emergency care services 
Urgent care services

Details of people who shared their views

Number of people who shared their views 
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 
Nurses
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Positive

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? 
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.