Enter and view: Accident & Emergency Service at The Horton General Hospital
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Healthwatch Oxfordshire undertook an Enter and View visit to the Accident and Emergency Service at the Horton General Hospital on 30 November 2022. They wanted to understand how the service operated and identify best practice and issues of concern. They spoke to 18 people.
The clinic was run by clinical and administrative staff who are keen to deliver excellent patient care services.
There is no café open after 3pm. A vending machine had been removed due to COVID but was due to be re-installed. There is a vending machine available in the main building which is expensive as mentioned by staff.
The children’s waiting room could be made more friendly by playing music or television. The patient’s toilet needs refurbishment (toilet seat), and excess walking frames and chairs should not be stored in the toilet.
Every patient spoken to felt listened to by the staff and other medical professionals. Staff were approachable and friendly to patients, and easy to talk to. Comments from patients about the environment and efficiency of the services, and the attitudes of staff, were generally very positive.
There are two large noticeboards with QR codes linking to patient information leaflets on a range of subjects. Paper copies of all these leaflets are also available on request at reception.
There was an electronic board saying how long the waiting time was. No translated materials are available at reception informing patients about the availability of an interpreting service or the hearing loop.
The report contains five recommendations and a response from the provider.