Enter and view: Urgent Care Centre, Whipps Cross University Hospital

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Summary of report content

Healthwatch Waltham Forest conducted an Enter and View visit to the Urgent Care Centre (UCC) at Whipps Cross University Hospital on 26-27 April and 8 May 2019. The visit was carried out after Healthwatch Waltham Forest was commissioned to deliver an Urgent Care Patient Engagement project through reviewing service users' experiences of Urgent and Emergency Care Services in Waltham Forest and at Whipps Cross Hospital. Feedback was gathered from patients, families and staff, through observation, interviews and surveys.

Key findings included: The UCC staff team to be welcoming and accommodating over the visits. They were keen to provide relevant information and facilitated the site visits in preparation for the Enter and View. The service appeared to be run well by a focused staff team who were generally caring and compassionate towards their patients and supportive of each other.

The provider had clear, structured systems in place, including risk management, incident reporting and safeguarding. The majority of patients felt that overall, they received a good service. Patients felt there was not enough information regarding the unit itself, such as information on services provided, the ticketing system, waiting times, and the complaints process. The UCC had mechanisms in place to meet patients' cultural or religious requirements and to support people with additional needs - however some staff experience barriers to accessing effective support.

Based on their findings, Healthwatch Waltham Forest made five recommendations:

  1. A review of the systems and signage within the department with a view to improving the queuing and assessment process.
  2. Improvements to information for and communication with patients.
  3. Adaptation of the waiting area to improve patient experience.
  4. Further support to improve the good care delivered to patients with additional needs.
  5. Promotion of the designated space within the waiting area where people could sit if they had any additional/special support needs.

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General details

Report title 
Enter and view: Urgent Care Centre, Whipps Cross University Hospital
Local Healthwatch 
Healthwatch Waltham Forest
Date of publication 
Wednesday, 3 June, 2020
Date evidence capture began 
Friday, 26 April, 2019
Date evidence capture finished 
Wednesday, 8 May, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Food and nutrition
Holistic support
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 
Other local body
Primary research method used 
Structured interview
User stories
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

Urgent and emergency care services 
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Specific ethnicity if 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 
All care professionals
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? 

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.