Survey of Patients: Royal Oldham Hospital Emergency Department

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Summary of report content

Healthwatch Oldham undertook an engagement exercise at the Emergency Department at Royal Oldham Hospital in partnership with the Emergency Department at Royal Oldham Hospital.  They carried out a survey of 58 people who attended the Emergency Department and did not require admission to hospital. Detailed follow up questionnaires were undertaken with 22 of the 58 surveyed.

Most people had a positive experience because they encountered caring staff who explained things clearly to them and they didn’t have to wait too long.  People who were less satisfied experienced staff with a lack of empathy, problems with test results, long waiting times, people on their own or with hearing impairments not being able to or hear the member of staff calling their name as they stood at the back of the room or being worried about missing their turn when taking a comfort break and the impact of patients or their friends and relatives smoking by the doors to the Emergency Department.  There were also concerns that at particularly busy times, people couldn’t find a wheelchair to use and that they had problems parking them up in the department without being in the way of others.

There were three recommendations about the quality of care, staff training and being aware of the needs of patients on their own.  

The report doesn’t contain a response from the provider.

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General details

Report title 
Survey of Patients: Royal Oldham Hospital Emergency Department
Local Healthwatch 
Healthwatch Oldham
Date of publication 
Friday, 1 December, 2017
Type of report 
Report
Key themes 
Access
Building and facilities
Communication between staff and patients
Quality of care
Quality of staffing
Staff attitudes
Staff training
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-7676

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
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Urgent and emergency care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
58
Age group 
All
Gender 
All
Ethnicity 
All
Sexual orientation 
Not known
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? 
No
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? 
No
Is there evidence of impact in the report? 
Yes
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.