The Emergency Department at the Royal Sussex County Hospital

Healthwatch Brighton and Hove reviewed patient experiences of the Royal Sussex County Hospital Emergency Department in January 2018, interviewing 50 people attending either the Urgent Care Centre (UCC) or the Majors department. Overall, patients were highly positive about the care provided by nurses, doctors and other hospital staff, frequently describing staff as dedicated, professional and supportive. The review also examined the recently introduced GP streaming service within A&E, where some patients are assessed and treated by a GP rather than a hospital doctor.

The review found that most people attending A&E had already sought help elsewhere before arriving, often through their GP or NHS 111. Of those treated in the Urgent Care Centre, nearly half were streamed to see a GP, and most were satisfied with this arrangement. Waiting times varied considerably between departments. Patients in the Urgent Care Centre reported shorter waits than those in Majors, where some individuals had already been waiting many hours when interviewed. Although communication about what would happen next had improved compared with previous reviews, many patients said they were not kept informed about likely waiting times, tests or outcomes.

Healthwatch identified concerns about awareness and use of alternative services. Many patients had limited knowledge of options such as pharmacies, walk-in services and other community-based support. Some also reported previous negative experiences with NHS 111, GP services or walk-in centres, which influenced their decision to attend A&E directly. The report highlighted ongoing issues with overcrowding, seating and privacy, particularly in waiting areas and the Majors department, where some patients were waiting on trolleys in corridors. 

Healthwatch concluded that while the quality of clinical care was highly regarded, improvements were needed around public information, communication, patient comfort and system coordination. Recommendations included increasing awareness of alternatives to A&E, improving information about waiting times and care pathways, reviewing the impact of GP streaming, addressing concerns about NHS 111 and other urgent care services, improving privacy and comfort in waiting areas, and ensuring future emergency care developments take account of patient experiences and access needs.