Hospital of St Cross, Rugby – Outpatients Department

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Summary of report content

Healthwatch Warwickshire were invited by University Hospitals’ Coventry and Warwickshire to visit the Outpatients Department Hospital of St Cross, Rugby as part of their Patient Experience Week, on 12th February, 2015. A team of four authorised representatives spoke with patients, carers and visitors about their experiences of the Hospital and also observed the physical environment of the hospital. The team found the decoration in the Outpatient Department was showing signs of wear and tear, and the toilets slightly smelly, however the waiting room was clean and functional. They observed a number of patients and visitors experiencing difficulty in locating the correct department for their appointment, however a team of volunteer were assisting them in reaching the correct location for their appointment. The questionnaire asked about appointment booking, access , parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Majority of responses were positive with comments such as cleanliness to be “Very good. Always see people going around with mops”, and “Nursing staff very caring/brilliant” also “Friendliest hospital known. Makes a difference. You are a person and not just a number”. However, some responses about parking and signage weren't that good; “More disabled spaces needed”, “Being able to pay by card would be handy”, and about appointments “Can vary – consultants sometimes come in from Coventry and get stuck in traffic. They run behind frequently” The report also makes recommendations to the Hospital on how they can improve the service for their patients, carers and visitors: - The Hospital of St Cross should address the concerns raised by Patients regarding the signage around the hospital. - The Hospital should introduce a comments, complaints or concerns box in the waiting area to allow patients the opportunity to express their opinions on the service they have received. This could be supported by a “You Said, We did” board showing improvements that have been introduced as a result of patient feedback.

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General details

Report title 
Hospital of St Cross, Rugby – Outpatients Department
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Thursday, 12 February, 2015
Date evidence capture began 
Thursday, 12 February, 2015
Date evidence capture finished 
Thursday, 12 February, 2015
Type of report 
Key themes 
Car parking access
Car parking charges
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Health and safety
Information providing
Quality of care
Staff attitudes
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? 
Primary research method used 
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 

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 
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? 
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.