Enter and view: Wrightington, Wigan and Leigh NHS Foundation Trust – Royal Albert Edward Infirmary

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Summary of report content

Healthwatch Wigan conducted a series of announced Enter and View visits, between 30th March and 16th April 2015, to at the Royal Albert Edward Infirmary site of Wrightington, Wigan and Leigh NHS Foundation Trust. The departments and wards visited included the Accident and Emergency Unit, Clinical Decisions Ward, Medical Admissions Unit (MAU) and the Discharge Lounge. The visits to RAEI were prompted by the recent success the Trust was having, not only in winning awards, but also in achieving the A&E target of less than 4 hr waiting times more than any other hospital in the Northwest. Healthwatch Wigan wondered what WWL were doing differently to other Trusts and maybe more importantly what had the Trust done in the past few years to bring about such a dramatic improvement in the standard of care being delivered. The E&V team agreed that they would like to make several visits to RAEI to view not only the Emergency Care Unit but also the discharge procedures and facilities. The E&V team were also invited to attend various planning meetings to see how the Trust planned the safe and timely discharge of patients, and to meet with Directors and Senior Managers to review the strategic planning for the winter period and coming year. The report lists the observation results from the tour to Accident & Emergency, CDW/MAU, Discharge Lounge, Discharge Meetings, and the meetings with the Discharge team and the Senior Staff. The grounds were well kept and clearly sign posted, as was the signage inside the hospitals. The report comments on the corridors being clutter free and the walls well decorated. Despite some issues still need resolving the Healthwatch team were very impressed with their observations of the staff and services. It was pointed out in the report that this improvement has happened as a result of a lot of hard work by many people working in the Trust. There has been a considerable amount of planning and redesigning of the services that has allowed the Trust to make the improvements required. The patients interviewed were all happy with their care and treatment received although they were at times frustrated at waiting without being informed about the reason for the wait. Patients and their families were impressed with the cleanliness of the RAEI and the domestic staff are to be congratulated on their hard work in maintaining a high standard. The E&V team were also pleased to see the joint working between the Trust and local voluntary services to help patients after they leave hospital. The team made several recommendations which are detailed in the report. The report includes a Healthwatch Report Action log, which includes the response from the Trust, and lists the target date for the action and the date the action was completed.

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General details

Report title 
Enter and view: Wrightington, Wigan and Leigh NHS Foundation Trust – Royal Albert Edward Infirmary
Local Healthwatch 
Healthwatch Wigan
Date of publication 
Wednesday, 3 June, 2015
Date evidence capture began 
Monday, 30 March, 2015
Date evidence capture finished 
Thursday, 16 April, 2015
Type of report 
Enter and view
Key themes 
Access
Admission
Building and facilities
Cancellation
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Continuity of care
Decor
Discharge
Health and safety
Health protection
Information providing
Patient records
Quality of care
Quality of catering
Quality of patient transport
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Support
Other information of note about this report 
Good Practice
Healthwatch reference number 
Rep-5497

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
Structured interview
Unstructured Interview
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 
Discharge lounge
Accident & emergency
Urgent and emergency care services 
Accident & emergency
Ambulance services
Other services 
Patient transport
Non-emergency ambulance service

Details of people who shared their views

Number of people who shared their views 
40
Age group 
All
Gender 
All
Ethnicity 
All
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Administrative
All care professionals
Care / support workers
Doctors
Paramedics
Receptionists
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? 
Yes
Is there evidence of impact external to the report? 
No
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.