Enter and view: Kingston Hospital A&E

Healthwatch Richmond carried out three Enter and View visits to Kingston Hospital's Emergency Department in March 2018, gathering feedback from 80 patients, relatives and carers. Overall, patients were positive about the service they received and praised staff for being friendly, caring, professional and hardworking despite the department being consistently busy. The recently refurbished facilities, including the expanded Majors area and improved spaces for patients with dementia and children, were also viewed positively.

Most feedback about treatment and care was favourable, with patients reporting that they felt well looked after and treated with dignity and respect. Triage was generally described as quick and efficient, and Healthwatch observed examples of compassionate care. However, some patients experienced long waits, particularly those requiring ongoing treatment, admission or follow-up care, and several people reported not always being kept informed about what would happen next or how long they would be waiting. 

Healthwatch identified a number of areas for improvement. These included inconsistent provision of food and drink for patients facing long stays, communication problems during some discharge processes, insufficient hand gel dispensers in waiting areas, weaknesses in signage and wayfinding, and limited information for patients about services and waiting times. The report also highlighted challenges for patients with mental health needs, particularly when waiting long periods for assessment or support.

Overall, Healthwatch concluded that the Emergency Department was providing a good service under considerable pressure, with dedicated staff and generally positive patient experiences. Recommendations focused on improving communication with patients, strengthening food and drink provision, enhancing accessibility and information resources, improving signage and privacy arrangements, and ensuring better support for patients with mental health needs.