Kingston Hospital adult inpatient wards: Enter and view

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Summary of report content

This report summarises the findings of Healthwatch Richmond after they conducted a series of visits to 7 adult inpatient wards over a 2 week period in May to June 2019. Each ward was visited twice, weeks apart and at different times of day to obtain a more rounded perspective of how care was being delivered, this included late evening visits to observe care in and around lights out. The visits were conducted using observation and a semi structured survey and there was some focus on the experiences of elderly patients and particularly those with dementia. In addition this reports included the views of 65 members of staff, ward clerks, health care assistance and nurses. Findings were largely positive. The report covers communications, cleanliness, privacy, food and drink, discharge and patient transport. Staff were also asked about how they were supported in post and about any challenges they faced. In particular one ward was talked about in a less positive way, with staff and patients citing problems with staffing as being the primary reason for this. Health care assistants who care for elderly patients were the only staff members who felt less supported, the report goes on to suggest that this could be largely due to the increased health care needs of older patients. The report also contains a summary of experiences relating to discharge and patient transport services. The local trust has responded to all of the recommendations made by Healthwatch Richmond.

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General details

Report title 
Kingston Hospital adult inpatient wards: Enter and view
Local Healthwatch 
Healthwatch Richmond upon Thames
Date of publication 
Sunday, 1 September, 2019
Date evidence capture began 
Wednesday, 1 May, 2019
Date evidence capture finished 
Sunday, 30 June, 2019
Type of report 
Enter and view
Key themes 
Cleanliness hygiene and infection control
Communication between staff and patients
Food and nutrition
Health and safety
Information providing
Quality of care
Quality of catering
Quality of patient transport
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Other information of note about this report 
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not applicable
What type of organisation requested the work 
Primary research method used 
Unstructured Interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Secondary care services 
Acute services with overnight beds
Care of the elderly
Critical care
General surgery
Inpatient care
Other services 
Patient transport

Details about conditions and diseases

Conditions or diseases 
Cardiovascular conditions
Types of disabilities 
Types of long term conditions 
Deafness or severe hearing impairment
Heart disease
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
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
Care / support workers
Does the information include other people's views? 
Not known
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? 
Not known
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.