Enter and view: Croydon University Hospital Physiotherapy department

Healthwatch Croydon decided to do a Enter and View visit to the Physiotherapy Department at Croydon University Hospital, part of the Community Integrated Musculoskeletal Service (CIMS), on 17th November. Healthwatch Croydon trends analysis report showed a high number of people had problems with booking appointments, and with a cancellation rate of 10% late cancellations and 10% failing to attend, the department were considering different ways that patients could inform them if they were going to cancel to alleviate the problem.

The Healthwatch team observed the waiting and reception areas and spoke to patients and staff. The Authorised Representatives did not view any of the treatment areas as they were in-use at the time of the visit. They were informed that with more demand for Physio; same amount of resources and no additional income there was much added pressure on the department

The findings of the report show that overall patients felt they received a good service and were pleased with the treatment received. With support from clinicians, patients were consulted about their treatment in the hospital. The team met with consultants regularly to discuss outpatients’ care.

The team made some recommendations that are included in the report, that would help improve the booking and cancellation service. The services provider responded with clarifications. They did inform the team that Physiotherapy receives the bulk of departmental referrals and demand has increased, whilst resources and budgets remained the same.