Round the Clock Care –24 Hours in East Sussex Healthcare Trust

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Summary of report content

This report presents a snapshot of interactions between Healthwatch East Sussex, Authorised Representatives and patients, relatives, carers and staff including Ambulance staff. This work was carried out over a 24-hour period in Eastbourne District General Hospital and the Conquest Hospital in Hastings and over 12 hours at Bexhill Community Hospital. A total of 285 people were spoken too during the visit. Key findings Authorised Representatives’ observations of care during the 24 hours were largely positive and complementary; however, there were some areas identified to follow up. These included: the mental health pathways in A & E for patients, pathways for homeless people and cleanliness concerns. The number of inappropriate attendance of some patients in A & Edepartments remains high. There are some patients who bypass NHS 111 and go straight to A & E departments due to previous experiences. Proactive communication with patients around waiting times in A & E remains a concern and needs to significantly improve. Greater public awareness raising and information is required to deter inappropriate attendance at A & E. Patients, carers and relatives, accepted that local NHS services are very busy and stretched, but they also recognised and commented on how hard the staff were working. High demand on in-patient beds and impacts on the system when timely discharges cannot be achieved. Recommendations were made based on the above findings and a response was given by East Sussex Healthcare NHS Trust.

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General details

Report title 
Round the Clock Care –24 Hours in East Sussex Healthcare Trust
Local Healthwatch 
Healthwatch East Sussex
Date of publication 
Friday, 16 June, 2017
Date evidence capture began 
Monday, 28 November, 2016
Date evidence capture finished 
Tuesday, 29 November, 2016
Type of report 
Enter and view
Key themes 
Access
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Information providing
Patient records
Quality of care
Quality of patient transport
Quality of staffing
Quality of treatment
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-1342

Methodology and approach

Was the work undertaken at the request of another organisation? 
Yes
What type of organisation requested the work 
Service Provider
Primary research method used 
Survey
User stories
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

Primary care services 
Out of hours
NHS 111
Urgent care services
Secondary care services 
Acute services with overnight beds
Cardiology
Day care
Discharge lounge
Inpatient care
Maternity
Obstetrics & gynaecology
Ophthalmology
Outpatients
Respiratory medicine
Urology
Accident & emergency
Mental health services 
Psychiatry / mental health (other services)
Urgent and emergency care services 
Accident & emergency
Ambulance services
NHS 111
Urgent care services

Details of people who shared their views

Number of people who shared their views 
285
Age group 
All
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Doctors
Nurses
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? 
No
Is there evidence of impact external to the report? 
No

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.