Enter and view: Croydon University Hospital, A & E Department

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Summary of report content

Healthwatch Croydon conducted an announced Enter and View visit to the A&E Department of Croydon University Hospital on 29 March 2014.

The visit was designed in response to issues raised by Healthwatch Croydon members and the general public relating to waiting times, environment, and staffing levels at the A&E Department. The media had highlighted Croydon University Hospital's rating as the second-worst in London for A&E waiting times. Waiting times, staffing, environment, A&E and Urgent Care joint working were raised as concerns in a recent Care Quality Commission report.

The report notes that a proposed new build of A&E with improved facilities and layout was planned to open in 2015, with the existing A&E staffing plan to recruit a further 0.5 matron in addition to two already in place; plus paramedics meant the Department expected to be fully staffed by before then.

The Authorised Representatives were told that staff do 25 days training per year including customer service training and the Department offers Dementia services and have received awards for this. They were also told of a joint event held with HearUs and the Mental Health Forum early in 2013 to increase staff awareness of mental health issues.

The report makes three recommendations related to the environment and there is no response from the provider included in this report.

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General details

Local Healthwatch
Healthwatch Croydon
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Key themes
Access to services
Administration (records, letters, results)
Triage and admissions
Building, Decor and Facilities, including health and safety
Parking and transport
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Discharge
Public consultation and engagement
Food, nutrition and catering
Prevention of diseases, including vaccination, screening and public hygiene
Written information, guidance and publicity
Staffing - levels and training
Quality of treatment
Service organisation, delivery, change and closure
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
If an Enter and View methodology was applied, was the visit announced or unannounced?
Announced

Details of health and care services included in the report

Details of health and care services included in the report
Other
Emergency department (inc A&E)

Details of people who shared their views

Number of people who shared their views
4
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Pregnancy/maternity
N/A
Types of disabilities
Not known
Does this report feature carers?
Yes
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0
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