Enter and view: A&E Queen's Hospital Romford

Healthwatch Havering conducted a series of Enter and View visit to the Accident and Emergency Department of Queen's Hospital in Romford during January 2018, March 2018, and September 2018.

The most recent visit followed up the challenges that were faced by A&E in the previous two visits. This meant that the suggestions of triaging patients before registration and internal reviews had led to significant changes. The streaming process was not well managed as the streamers were not approaching patients and this would be an important part of the safety system. There was a lack of signage inside and outside the hospital that would be needed to direct people to the A&E department. Staff reported that there was financial strain meaning that alterations were unlikely and that staff worked exceptionally hard under great pressure. It was also highlighted that the multiple IT systems in use by staff did not communicate which left the risk of important information being missed.

Recommendations were made by the representatives and included: That opportunity be given for staff, patients and members of the public to be involved in all stages of planning; That further consideration be given to means whereby streamers can identify seriously-ill patients at an early stage in order to avoid delay in their receiving attention; That addressing the IT Systems so that they are compatible with one another; That both internal and external signage be improved, and the possibility of providing “guiding lines” on floors or walls to provide easy-to-follow, colour-coded directions to specific areas; and That the arrangements for the availability and storage of trolleys and wheelchairs be reviewed to ensure that a sufficient supply is available to meet patients’ needs.

The service provider responded positively and gave a detailed action plan to address the recommendations and issues raised in the report.