Enter and view: Croydon University Hospital (A&E Department)

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Summary of report content

In November 2013, Healthwatch Croydon carried out an Enter and View visit to the Accident and Emergency Department at Croydon University Hospital. The reason for the visit was based on issues raised by Healthwatch members and the general public relating to Accident & Emergency waiting times, environment and staffing levels. It was highlighted in the media that Croydon University Hospital was the second-worst in London for accident and emergency (A&E) waiting times. It had also been raised by the Care Quality Commission (CQC).

Three representatives conducted the visit; they asked pre-planned questions and observed service delivery activity. They engaged with 6 service users.

The report makes 6 recommendations, including a number of suggestions to improve the comfort of the waiting area, regular updates on waiting times and possible further action to explore the apparent lack of alternatives to A&E, such as Urgent Care or GP access.

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General details

Local Healthwatch
Healthwatch Croydon
Date evidence capture began
Date evidence capture finished
Type of report
Enter and View
Key themes
Access to services
Triage and admissions
Building, Decor and Facilities, including health and safety
Parking and transport
Communication with patients; treatment explanation; verbal advice
Written information, guidance and publicity
Caring, kindness, respect and dignity
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
Interviews
If an Enter and View methodology was applied, was the visit announced or unannounced?
Not Known

Details of health and care services included in the report

Details of health and care services included in the report
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres
Other
Emergency department (inc A&E)
Name of service provider
Croydon University Hospital

Details of people who shared their views

Number of people who shared their views
6
Age group
Not known
Does this report feature carers?
Not known
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