Enter and view: Croydon University Hospital – Orthotics Department

Healthwatch Croydon had heard of a high number of people were having problems with booking appointments at Orthotics Department and decided to do an Enter and View visit. The Orthotics department provides a triage service so patients and outpatients are referred to the correct area. This process assesses the urgency for an appointment and the type of appointment required.

Staff were observed dealing with patients in a friendly and professional manner. Patients did not wait long for their appointments. Information was available on the department Complaints Procedure and the NHS friends and family test.

Overall, positive feedback was received from outpatients regarding the appointment booking system and interaction and treatment from staff. Internally, the overall impression is the department provides a good service which was commented on by outpatients. A member of

staff fed back that they felt under pressure with the current work load.

Positives

• Outpatients commented staff are excellent and that they also receive a brilliant service

• Outpatients very satisfied with the treatment they receive

• Outpatients felt staff listen to them and understood their needs

• Outpatients stated that it was easy to call to book or change an appointment

• Patients did not have to wait long for their appointment

• Staff made outpatients feel welcome and dealt with any enquiries in a friendly manner

The stock cupboard was nearly full from floor to ceiling height and the majority of shelves were packed with equipment. From observation the Authorised Representatives were unaware of how staff store or collect equipment above height level so that items are able to be lifted down safely i.e. item weight should be considered.

Recommendations

• Feedback from Admin staff is that they spend the majority of their time ordering items and dealing with deliveries for other departments e.g. plaster room, physiotherapy etc. These items are then stored in their stock cupboard awaiting collection. Therefore, this takes time away from the core functions of their job role within the Orthotics Department and puts additional stress on staff.

• To look at alternative methods for other departments to order their own equipment and deal with their deliveries plus storing their items within their own area. This will reduce the pressure on the Orthotics Department. Also, there should be a means of identifying ways of supporting the individual with their health and wellbeing.

• To get the hot water tap repaired to prevent an injury.

Service provider response

Orthotics Department feedback: Orthotics is looking at a computerised system that orders stock items automatically when it reaches low levels. Management are considering moving the Orthotics Department next to the Physiotherapy Department within a larger area. If a member of staff is feeling stressed they are referred to Occupational Health for support. Works department has resolved the hot tap issue.

Actions taken by the Orthotics department:

• Stock not required removed.

• Shelves clear to bring stock down.

• New orthotist will have more capacity to see and issue items already received and so clear the stock.