Reviewing Communication Support at Queen's Hospital

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Summary of report content

Working in partnership with the Patient Experience team at Queen’s Hospital, part of the Barking, Havering and Redbridge University NHS Trust (BHRUT); Healthwatch Redbridge  were invited to visit a number of departments around the Hospital to review how well they were meeting the communication and support needs of patients and carers in August 2019.

Visits were conducted across three hospital departments (Audiology, Eye Clinic, and the Urgent Treatment Centre/Emergency Department), and one ward (Amber A). The aim was to identify how Queen’s Hospital were meeting the standard and assess whether the needs of people with communication impairments were being fully met.

The report looks at:

  • Transport access including public transport and disabled parking spaces
  • The availability of working hearing loops
  • Signage about the deaf messaging service
  • Signage and support to get around the hospital
  • Information about support with communication
  • Staff awareness of the Accessible Information Standard.

The report includes a number of recommendations and a detailed response to each by the provider.

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General details

Report title 
Reviewing Communication Support at Queen's Hospital
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Thursday, 30 September, 2021
Date evidence capture began 
Thursday, 1 August, 2019
Date evidence capture finished 
Saturday, 31 August, 2019
Key themes 
Building and facilities
Car parking access
Communication between staff and patients
Information providing
Quality of care
Service delivery organisation and staffing
Staff training

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
Primary research method used 
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 
Ear, nose and throat
Inpatient care
Urgent and emergency care services 
Accident & emergency

Details about conditions and diseases

Types of disabilities 
Learning or understanding or concentrating
Vision impairment
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 
Not applicable
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Not applicable
Does the information include carer's, friend's or relative's views? 
Not applicable
Does the information include staff's views? 
Not applicable
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? 
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.