Enter and view: Hospital outreach report, Kingston Upon Thames
Download (PDF 188.31 KB)Summary of report content
In 2017, Healthwatch Kingston upon Thames, finalised a report into Kingston Hospital Outreach. In order to gather the information, Healthwatch Kingston carried out 9 spot checks visits. The departments visited were; Physiotherapy, Pain Management Clinic, Maternity Department, ENT (Eyes, Nose, Throat) Royal Eye Unit, Main Outpatients, Radiology and the Cancer Unit.
During the visits they spoke to 137 people and gained many varying experiences and viewpoints. The recommendations picked out the themes and trends which appeared most prominently amongst the patient feedback.
Findings across all department visits were listed as:
• The majority of patients spoken to said they found communications around appointments satisfactory.
• Communication and appointments systems at the Hospital varied widely across the different departments visited.
• People who said they had received reminders by phone call or text said they found this useful.
• Most people who called the Hospital were spoken to but a minority were not able to get through.
• Signage when arriving from Kingston Hill and Norbiton Station was raised as a problem.
• People frequently raised parking at the Hospital as a problem.
• The self-check in machines were commented on with varying feedback positive and negative viewpoints.
Suggested recommendations included:
• Kingston Hospital should work to improve verbal and visual communication.
• Kingston Hospital should ensure that patients do not receive contradictory information regarding their appointments.
• Kingston Hospital should implement text and phone call appointment reminders across all departments.
The report was presented to Kingston Hospital but at the time of publication no response from the provider was included in the report.