Enter and view: Addenbrooke’s Emergency Department, Clinical Decision Unit and Ambulatory Care Unit

Healthwatch Cambridgeshire undertook an enter and view visit to Addenbrooke's Hospital Emergency Department on 2 and 6 December 2016.  They spoke to 51 people.

Staff were welcoming to people entering the emergency department. Healthwatch observed them speaking in a clear quiet voice, and being respectful and caring. 

Healthwatch spoke to 42 people in the X-ray, Paediatrics and Emergency Department waiting areas, 17 of these had not contacted another service before coming to the hospital. This highlights the lack of information patients have on alternative health services and the availability of these services. Of the 25 patients that had contacted another service before coming to the hospital, some had seen their G.P, the 111 service, visited a walk-in-health centre, or told to return if still concerned. The services contacted advised patients to attend their local Emergency Department. 

When Healthwatch asked patients if they wouldn’t mind being referred to a different hospital or service for their treatment, 28 were happy for this to happen. Five said this would not be acceptable and nine patients were not sure what they would prefer. 

At the least busiest times, most patients received treatment within 30 minutes; during busy periods 20 patients were seen within one hour; 15 were seen within two hours; five within three hours and one within four hours. Waiting times were displayed on a board at the entrance to the department, on the plasma screen in the waiting area and on a poster in paediatrics. 28 patients stated this was their first visit to the Emergency Department in the last six months. 

Triage and an infection control check are completed at the entry point into the Emergency Department. Several triage stations are set-up when the department is busy. All walk-in patients are triaged and signed in at reception prior to receiving treatment. 

Healthwatch spoke to eight people in the Clinical Decision Unit and one person in the Ambulatory Care Unit, all had been referred from the Emergency Department. Most of the patients they spoke to in the Clinical Decision Unit and the Ambulatory Care Unit had been offered refreshments, the exception being one patient who had just arrived. 

Wait times were mixed for most of the patients in both Clinical Decision Unit and the Ambulatory Care Unit, with one patient being seen on arrival and another patient waiting four hours for a scan. 

Healthwatch noted the waste bins in the main waiting area and public toilets were over flowing and not emptied during our visits. With paper cups and food wrappers dropped on the floor and the toilet area had nappies and paper towels on the floor. 

Patients made some recommendations to improve care in the Emergency Department waiting areas and the Clinical Decision Unit. 

Most of the patients that completed the questionnaires spoke highly of the staff, praising them for their caring and compassionate attitude.