Enter and view: Leicester Royal Infirmary ED
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Healthwatch Leicester, Healthwatch Leicestershire and Healthwatch Rutland undertook an Enter and View visit to the Leicester Royal Infirmary Emergency Department on 23 and 26 September 2022. They did so following an increase in feedback about long waiting times and facilities in the department. They spoke to 139 people.
Signs to LRI, parking and to the ED were not adequate for those not familiar with the city or the hospital. The main sign to the ED is hidden from view.
Most patients had contacted their GP Practice before attending the ED.
The staff at the entrance were appreciated by the public. Although this is a modern, purpose-built ED, there is insufficient space for wheelchair users and for ensuring patient confidentiality and privacy at busy times.
Most people rated the check-in procedure as ‘poor’. Patients told us they do not understand the number system allocated at check-in and cannot see the screens clearly due to the colours and font size used. Patients were often ill-informed about the length of time they would have to wait and the patient journey through the ED processes.
Signposting to the hospital restaurant is not clear and patients risk losing their place in the queue if they leave the ED in search of food. Many are not sure whether it is appropriate for them to eat or drink.
There is minimal provision for those who cannot read English or who use a wheelchair, hearing aids or a guide dog or need somewhere to lie down due to pain.
Patients cannot understand why tests such as phlebotomy or X-rays cannot be done in the early stages of triage so that results are available when they finally get to see a clinician.
The environment was clean, although occasional litter and scuff marks on the backs of chairs were noted.
There was no information on the ‘Complaints Procedure’, ‘Carers Charter’ or ‘Data Privacy’ and the use of patients’ health records.
Patients referred from the ED to the Minor Injuries and Minor Illness (MIAMI) unit are directed via an outside path that is not wheelchair friendly and poses trip hazards. Although it is possible to access MIAMI using an internal route from ED, the only lift observed between the different floors is in frequent use by hospital staff transporting patients in beds.
The report contains 16 recommendations.