Enter and View: The Hand and Plastic Injuries Clinic at the John Radcliffe Hospital

Healthwatch Oxfordshire visited the Hand and Plastic Injuries Clinic at the John Radcliffe Hospital, in November 2024. This was part of a number of visits to a range of services within Oxford University Hospitals NHS Foundation Trust (OUH).

Healthwatch Oxfordshire spoke to one patient and seven staff members during their visit.

Key findings

• There were clear directional signages provided from the main entrance of the West Wing indicating the way to the Hand and Plastic Injuries Clinic but no sign from the JR main hospital entrance.
• There was a suggestions box and a small card with a QR code on asking patients to give feedback on the nurses’ station.
• The clinic was welcoming and clean, and there was a calm atmosphere for such a busy unit.
• The treatment area appeared a bit cramped and lacked natural light.
• The unit had only one office, which was quite small and insufficient to accommodate the number of staff who need to use it. There were only two computers in the office for all the staff to use.
• The staff rest area was an area screened off from the corridor with a portable screen, offering no real privacy for staff on their breaks.
• The patients’ waiting area was clean and tidy, and appeared well looked after.
• The patient we spoke to expressed their appreciation for the care and support they had received, and said staff had explained everything clearly.
• Staff said their work is meaningful and impactful, particularly in the context of assisting patients in their recovery journeys.
• Staff feel supported in their career development and professional training.
• Both patients and staff spoke of the challenges they faced parking at the hospital.

Recommendations

In its report, Healthwatch Oxfordshire recommended that OUH: 

• Assess whether additional computers are needed to alleviate bottlenecks and enhance efficiency.
• Review the current office layout to identify areas where additional rooms could be created.
• Place clear, well-designed signs with all the available services at the main entrance of the hospital.
• Create a staff rest room that provides a comfortable, calm space away from the busy atmosphere of the clinical area.
• Display some general injuries information leaflets for patients.
• Display information making patients aware of translation and interpreting services.
• Place feedback cards in the waiting room to encourage patients to use them to feedback on the service.
• Continue to focus on addressing parking and transport issues and to ensure that there are sufficient spaces available for both patients and staff.
• Open the bus entrances (towards Headington) during specified time between 5pm – 6pm can facilitate better access for staff.

The report includes an email from the Deputy Chief Nursing Officer at OUH setting out how the trust will respond to the recommendations made.