Emergency Department Walkthrough

Healthwatch Portsmouth and Healthwatch Hampshire undertook on 14 March 2025 a ‘walk-through’ from the front door of the Emergency Department (ED) through to the new Urgent Primary Care Service facility at Queen Alexandra Hospital to observe patient experience, review accessibility and communication, and identify practical improvements. The visit formed part of Healthwatch’s role as a critical friend, ensuring that patient and public feedback is used to inform service development. 

Following the visit, Healthwatch submitted a series of recommendations to Portsmouth Hospitals University NHS Trust.  The Trust provided a formal response outlining actions taken, work underway, and areas for further review. Several practical improvements have been initiated or are under consideration as a result of this engagement, particularly in relation to signage clarity, clarity of use of digital display, staff role identification, discharge processes, and access to services for patients with communication needs. 

The Trust expressed that the insights from the visit were valuable in informing their planned improvements for urgent and emergency care and confirmed that patient and service-user voice is being considered in ongoing developments. 

This report sets out each topic area discussed, summarises Healthwatch’s recommendations, outlines PHUT’s response and progress to date, and identifies any further actions or monitoring required.