Enter and view: A&E at Bradford Royal Infirmiary

Healthwatch Bradford and District undertook an Enter and View visit to the Accident and Emergency Department at Bradford Royal Infirmary on 2 December 2014. The visit followed earlier concerns about the service and involved speaking with 85 patients, carers and family members, observing care over a 12-hour period and gathering feedback about the patient experience. Overall, people were highly positive about the care, professionalism and compassion shown by staff, with almost half of respondents rating their overall experience as excellent.

Patients particularly praised the attitude of staff, the quality of investigation and treatment, and the dignity and respect they received. Healthwatch observed many examples of staff providing caring, efficient and empathetic support, often going beyond what was expected. Most patients felt reassured by clinical staff and valued the communication they received during consultations and treatment. 

The main concerns related to waiting times and communication. Many patients experienced lengthy waits, especially later in the day when difficulties admitting patients to hospital beds slowed the flow through the department. People frequently reported receiving little information about how long they would wait or why delays were occurring, which increased frustration and anxiety. Other issues included limited privacy in the paediatric area, poor signage, difficulties understanding tannoy announcements, inadequate waiting area facilities, and some unmet interpreting and discharge information needs. 

Overall, Healthwatch concluded that the dedication and professionalism of staff were major strengths of the department, but that improvements were needed to communication, patient flow and the care environment. Recommendations focused on keeping patients informed throughout their visit, improving waiting-time information, addressing privacy concerns in paediatric A&E, improving signage and facilities, reviewing interpreting services and enhancing discharge information and patient feedback processes.