Enter and View: Newham University Hospital
The aim of this Enter and View (E&V) visit was to assess the quality of the services provided at Newham University Hospital's A&E and Urgent Care departments.
Summary
The visit was unannounced and conducted to gather feedback on the patient and staff experience and to identify areas of good practice and areas where improvements are needed.
During the visit, we spoke with 25 patients, including 13 who arrived by ambulance, and 8 members of staff, including doctors, nurses, and matrons. We also observed the environment, the waiting areas, and the interactions between staff and patients to gather a full picture of the service provided.
Key Findings
- Staffing and Workload: Many staff members reported that they often feel under pressure due to staffing shortages, particularly during busy times like weekends and nights. Despite this, the majority of staff (80%) found the work environment welcoming and satisfying.
- Patient Care: Most patients were satisfied with the care provided, with a high level of appreciation for the professionalism and friendliness of staff. However, some patients expressed frustration with long wait times and the lack of communication regarding delays.
- Ambulance Service: 13 patients who arrived by ambulance rated the service positively, with comments praising the punctuality and politeness of the ambulance crew.
- Communication: Several patients raised concerns about the lack of communication during their wait. Many were not informed about expected waiting times or delays, which contributed to frustration.
- Environment: The waiting area was observed to be clean, but there was a shortage of seating, and the room was quite warm. There was also an issue with the vending machine for water.
Recommendations
- Improved Communication: Reception staff should provide an estimated waiting time when patients first arrive and offer regular updates throughout the wait. This would help manage patient expectations and reduce frustration.
- Ambulance Service Follow-Up: Continue to ensure that the ambulance service maintains a high standard of service, as patients rated this service positively.
- Waiting Area: Address issues in the waiting area, such as the lack of seating and the temperature. Consider adding a water fountain or ensuring that vending machines are fully functional.
