Enter and View: Ambulatory Care Unit at the Churchill Hospital

Healthwatch Oxfordshire visited the Ambulatory Care Unit (ACU), which is part of the Oncology and Haematology Directorate, in the Cancer and Haematology Centre at the Churchill Hospital, Oxford, in May 2024. It was part of a series of visits to services within Oxford University Hospitals NHS Foundation Trust (OUH). 

Healthwatch Oxfordshire spoke to four patients and five staff members during their visit.

Key findings

• The unit was busy, and full of activity, but calm. Staff were welcoming, and staff-patient interactions were friendly. 
• Patients had praise for the unit staff team and said they appreciated the care and support they received. 
• The unit was clean and well-organised despite the space constraints. 
• The waiting room was small, but clean, tidy and with good ventilation.    
• All the staff are based in the same treatment room as well as the patients. There is no separate room provided for the staff. The ACU room was fully occupied by patients, who were sitting close to each other, making it difficult to maintain confidentiality when speaking to the unit staff. 
• The unit has a comprehensive range of information, well presented in all wards. This included information on a variety of topics. 
• There is no suggestion box, but a feedback form was available at the entrance of the ACU.
• Signage directing patients from the main entrance to the Oncology Ward was clear. However, the sign to the ACU was not clearly visible and could be more prominent. 

Recommendations

• Internal signage could be improved to help patients find the ACU.
• Explore the possible provision of a side room for patients to help minimise the chance of infections, and to help with confidentiality.
• Implementation of curtains between beds could support patient confidentiality and create a more conducive environment for medical treatment.
• Explore provision of separate lockers for staff belongings.

The Deputy Chief Nursing Officer at OUH responded to the report with an action plan drawn up to address the recommendations made, including timescales for each activity.

Some actions, for example repairs to a broken chair, and adding information on how patients can give feedback, including adding a new suggestion box, have already been completed. Staff have also been reminded of the importance of maintaining confidentiality where feasible and have been encouraged to take patients to a quiet area if sensitive information is being discussed. 

Other planned improvements include new internal signage to help patients find their way to the ACU within the hospital.