Enter and view: William Harvey Hospital

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Summary of report content

Healthwatch Kent gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Kent to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Kent visited William Harvey Hospital on 13th January 2015. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. The report includes 9 recommendations which include all staff to explain to patients who they are and their role in the patient’s care. Review and address disability access to the department and the feasibility of incorporating a section of reception which wheelchair users could access. Ensure that this is included in the plans for the new reception building. Install the planned TV monitor in the waiting area and ensure waiting time information is displayed. Evaluate impact of the trial Surgical Assessment Unit on flow through. Explore feasibility of a ‘live feed’ for the public giving up to date information about A&E waiting times as well as information about other services such as Walk- in centres and Minor Injury units. To continue to monitor the GP stream and the Surgical Assessment Unit to determine the effect they are having on the flow through A&E. Install a banner/poster in the entrance to advise patients of conditions that could be treated by own GP and raise awareness of 111. Review the information displayed in reception so that it is clear and visible and remind reception staff about the importance of interpersonal skills. Continue with plans for re-building and re-organisation of the department.

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General details

Report title 
Enter and view: William Harvey Hospital
Local Healthwatch 
Healthwatch Kent
Date of publication 
Tuesday, 13 January, 2015
Date evidence capture began 
Tuesday, 13 January, 2015
Date evidence capture finished 
Tuesday, 13 January, 2015
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Information providing
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Structured interview
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 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not 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
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

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.