Enter and View: Emergency Multidisciplinary Unit (EMU) at Abingdon Community Hospital

Healthwatch Oxfordshire visited the Emergency Multidisciplinary Unit (EMU) at Abingdon Community Hospital in September 2024. It was part of a series of visits to services within Oxford Health NHS Foundation Trust.

Healthwatch Oxfordshire spoke to 7 patients and 10 staff members during their visit.

Key findings

• Upon arrival, there was no one at reception, which can be confusing for visitors. 
• The entrance sign above the main door was too small and because of its colour it blended in with the paintwork.
• Signage inside the building was good and the toilets were clearly signed, with dementia-friendly signs on the toilet doors.
• There was a variety of informational resources on display, and each patient was given a paper feedback form to fill in with their feedback. 
• There were no translated information or leaflets on display in the unit’s main reception or at other areas. 
• There was no information on display about how to access interpreter services. 
• There was no hearing loop available in the unit.
• The unit was clean and tidy. 
• The disabled toilets appeared to be a bit small, e.g. for someone using a wide wheelchair accompanied by a member of staff. 
• The waiting room was very small with very limited seating. 
• While the screens between beds/chairs can provide some level of separation, conversations between staff and patients can still be overheard from other areas. This lack of privacy may lead to discomfort for patients, as sensitive information might be unintentionally disclosed. 
• The slope connecting the unit and the X-ray department presented some safety concerns due to its uneven floor and potholes.
• Patients expressed praise for the staff at the EMU and also made positive comments about the unit environment, cleanliness, temperature and efficiency of the services. 
• Patients expressed feeling comfortable and empowered to raise any concerns about their treatment. 

Recommendations

• The uneven floor and potholes on the slope towards the X-ray department should be addressed as a priority.
• The broken appliances in the staff kitchen should also be mended as a priority.
• Ensure the reception is staffed to help direct patients and visitors. 
• Increase the size and contrast of the sign at the main reception indicating the bell and its purpose. This would make it more noticeable and easier for visitors. 
• Invest in better soundproofing materials or more effective partitions to minimise the transmission of sound between beds/chairs to protect the patients’ privacy.
• Explore the potential to redesign the toilet area to ensure there is ample space for wheelchair users to manoeuvre easily. 
• Ensure translated materials for patients are made available. 
• Provide and display clear information on how to people can access the interpreter service. 
• Implement hearing loops in the unit to improve accessibility for patients with hearing impairments. 
• Relocate the weighing scales to a more suitable location to improve the patients’ privacy both for those occupying the room and for those being weighed.

The Chief Operating Officer for Community Health Services, Dentistry & Primary Care at Oxford Health responded to the report with an action plan drawn up to address the recommendations made, including timescales for each activity. Some actions have already been completed.