Enter and view: Fracture Clinic at the Royal Sussex County Hospital

Healthwatch Brighton & Hove undertook an enter and view visit of the Fracture Clinic at the Royal Sussex County Hospital on 28 August 2024 after receiving feedback on booking appointments and outpatient letters.  They spoke to 5 people.

Overall, the Authorised Representatives reported that the Fracture Clinic provides a good service, with a few areas that could be improved. The environment was scored highly for being welcoming, safe, caring, well-organised, and calm, with scores ranging from seven to eight out of ten (average score 7.75). 

Representatives spoke to five patients who were generally very positive about their experience. The clinical care, the efficiency of the service, and the environment (aside from signage) were praised. 

Based on environmental observation and patient feedback, the Authorised Representatives recommended clearer signage to find the clinic, more parking information on letters, considerations for patients with dementia (such as clearer distinction between walls, doors, and floors), a hearing loop, handrails, and a larger clock. 

The feedback that prompted the visit was not replicated during patient conversations. However, the staff knew exactly what the issues raised related to and gave further input to help improve the service. Recommendations like increasing staff IT training to ensure the correct information is on appointment letters and some adjustments to the booking system would be valuable in improving patient and staff experience. 

Additionally, staff provided feedback about how the space could best be used in the plaster room. They need more computers to be able to go paperless whilst treating patients. More patient couches would help increase the efficiency of the service, if this is feasible.