Enter and view: Royal Shrewsbury Hospital, Clinic 4, Head and Neck

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Summary of report content

Healthwatch Shropshire gathers information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Shropshire to see and hear for ourselves how services are being provided. These visits are called ‘Enter and View’, and can be ‘announced’, ‘semi-announced’ or ‘unannounced’. For ‘semi-announced’ visits the service provider is told we will visit but not the date or time of the visit. The purpose of this visit was to understand the way this combined clinic works (doctors in different specialties work on the same afternoon, to meet the various needs of cancer patients in particular), the pressures on the clinic and its impact on patients. The summary of findings included: The waiting area is small for the number of patients who attend the clinic. At times Healthwatch Shropshire saw several patients standing in the corridor until a seat became available. The seats are functional and were not rated highly for comfort. Patients had mixed experiences of how long they had to wait before being called to their consultation. Two patients told Healthwatch Shropshire they did not like to leave the waiting area to get drinks or go to the toilet in case they missed being called. The sign to the toilets cannot be seen from the waiting area. Reception staff did not cover for each other, leaving some patients confused and without information. The consulting rooms are well equipped, but there is no room for privacy or for confidential advice when the clinic is busy. The notice boards give a lot of useful information, and are well laid out. The electronic screen changes too quickly for some notices to be read in full (e.g. about earwax removal). Just over half the patients (13) we spoke to had been attending the clinic for less than one year. Two were attending for their first appointment. Over half the patients (13) we spoke to required more than one clinical speciality during their course of treatment. Several of these made comments about how well organised their visits were to include all the necessary elements. They were very appreciative of the flexibility of the staff to fit in all that was needed on these occasions. Generally both the quality of information about their condition and the treatment itself were highly rated by patients. However one patient said they would have appreciated more guidance on what to expect after their surgery. Patients praised the support offered by volunteers for people attending audiology. Almost all patients we spoke to had received notification of their appointment time and date by letter. This was sent in good time. The report contains 6 recommendations which includes a response from the provider.

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General details

Report title 
Enter and view: Royal Shrewsbury Hospital, Clinic 4, Head and Neck
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Monday, 11 June, 2018
Date evidence capture began 
Thursday, 17 May, 2018
Date evidence capture finished 
Saturday, 11 August, 2018
Type of report 
Enter and view
Key themes 
Access
Booking appointments
Building and facilities
Quality of appointment
Staff levels
Healthwatch reference number 
Rep-4233

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 
Ear, nose and throat

Details of people who shared their views

Number of people who shared their views 
33
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 
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? 
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.