Enter and View: Queen Elizabeth Hospital Urgent Treatment Centre

Healthwatch Greenwich conducted an Enter and View visit to the Urgent Treatment Centre (UTC) at Queen Elizabeth Hospital (QEH) to understand the experiences of visitors accessing care between 17 and 20 September 2024. Over four consecutive days, conversations and surveys were carried out with 107 visitors, including 12 in-depth follow-up interviews. They also observed the operational functioning of the UTC, interactions between visitors and staff, and spoke to UTC staff. 

While the UTC was recognised for its high-quality care and compassionate staff, visitors highlighted challenges with waiting times, internal processes, and accessibility, as well as identified opportunities for enhancing the wait area's environment and facilities. 

Visitors praised UTC staff for their respectful, caring, and professional approach, which left many feeling well-supported and valued. Visitors noted the attentiveness of staff, who took time to listen and respond to their needs. A small number of visitors felt consultations were rushed but these instances did not take away from visitors’ overall positive experience. This strong foundation of patient-centred care creates a welcoming and reassuring environment for those using the UTC. 

Waiting times emerged as an area of concern, with many visitors expressing frustration about delays and the lack of timely updates. Although handwritten waiting time notes were displayed, their accuracy and frequency were inconsistent, contributing to confusion and anxiety. For visitors referred to other departments within QEH, the experience was sometimes complicated by unclear communication and further delays. 

The physical layout of the UTC presented barriers for visitors with mobility challenges. Narrow corridors, the absence of automatic doors, and limited wheelchair space hindered accessibility. Signage and notices, while present in excess, were often poorly positioned, difficult to read, and only available in English. The touchpad check-in system, although effective for many, posed difficulties for some, with a dual system requiring both touchpad and manual check-in having created further confusion. 

Visitors identified several gaps in facilities. The absence of charging stations, vending machines, and water fountains within the UTC left visitors unable to meet basic needs while waiting. Parents noted the lack of child-friendly spaces, such as more toys or low tables, and neurodiverse visitors highlighted the need for a quiet space for sensory decompression or privacy. Cleanliness, while maintained in the mornings, declined as the day progressed, with visitors raising concerns about the condition of bathrooms and waiting areas. 

Despite these challenges, UTC staff were consistently praised for their professionalism, kindness, and attentiveness. By addressing issues related to communication, accessibility, and facilities, the UTC can improve the overall experience for visitors and is well-positioned to build on its strengths.