Enter and View: Vivienne Cohen House

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Summary of report content

On 19th December 2019 and on 13th January 2020, Healthwatch Hackney undertook Enter and View visits to Vivienne Cohen House of the East London Foundation Trust to review their psychotherapy services. Their aim was to collect feedback of people who used the services, from the carers and from staff who provide the services. Healthwatch staff found the house clean although the waiting area looked more like a hospital; the entrance to the building was through a big heavy door which was hard to open; reception level was accessible, but receptionists were behind a big glass and it was possible to hear the patient therapy sessions from the waiting room; some patients said that the discharge process was not explained to them nor were they aware of what to expect when their last treatment session comes to an end; there were poorly stocked leaflet racks with no information about how to complain, about dementia, carers support or about special educational needs. The report made 12 recommendations to improve the services which included providing complaint information, improving accessibility of the building at all opening times, better sound insulation to maintain confidentiality during consultations, first aid mental health training for front desk staff, regular tidying and cleaning of tea and coffee areas, up to date information leaflets available to the patients, and provide in writing details about treatment sessions discharge and follow up. The report contains a response from the provider for each of the recommendations.

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General details

Report title 
Enter and View: Vivienne Cohen House
Local Healthwatch 
Healthwatch Hackney
Date of publication 
Tuesday, 10 March, 2020
Date evidence capture began 
Thursday, 19 December, 2019
Date evidence capture finished 
Monday, 13 January, 2020
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Complaints procedure
Health and safety
Health protection
Information providing
Quality of care
Service delivery organisation and staffing
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
If this work has been done in partnership, who is the partner? 
Primary research method used 
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

Secondary care services 
Psychiatry/mental health (hospital services)

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
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 
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? 
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.