Evaluation review of Ambulatory emergency at West Middlesex University Hospital, Hounslow

Healthwatch Hounslow (HWH) carried out an evaluative review of the Ambulatory Emergency Care (AEC) service based at West Middlesex University Hospital (WMUH).

AEC is an emerging, streamlined way of managing patients presenting to hospital who would traditionally be admitted. Instead, they can be treated in an ambulatory care setting and discharged the same day.

Healthwatch Hounslow interviewed staff working within the AEC unit, 20 GPs in the community, 50 AEC patients, reviewed admissions and discharge data, quarterly monitoring and referral routes. Three different questionnaires were used for each audience.

Almost without exception, AEC users have an extremely positive view about the services they receive and have showered AEC with adjectives such as: professional, accessible, helpful, efficient, reassuring, compassionate, kind etc. AEC staff are rightfully both proud and passionate about the services they provide to their patients. There appears to be a few grey areas and staff are eager to bring about changes to improve the quality of their care and make their services more smooth sailing. Despite some negative comments and suggestions for change, GPs are also appreciative of the idea behind AEC and its utility and service provision.

Recommendation: that if possible the space available to the AEC unit in WMUH be increased.