Enter and view: Newham University Hospital

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Summary of report content

Healthwatch Newham undertook an unannounced enter and view visit to the A&E and Urgent Care department of Newham University Hospital on 12 January 2024.  They spoke to 25 patients and 8 members of staff.

Most patients had sought advice from NHS 111 or their GP before coming to A&E.  Most who hadn't sought advice did so because it was an emergency.  Most arrived by ambulance.

Most had been waiting 3 - 4 hours before being seen. There was a screen showing average waiting times, but no staff came to speak to them.

The quality of the service provided was the most important factor to most patients, followed some way behind by the length of time they had to wait to be seen.  The main concern was the waiting time to be seen.

Most staff liked working there. Over half felt they get enough support from colleagues to do their job.

The report has three recommendations about waiting times and communication.

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General details

Local Healthwatch
Healthwatch Newham
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Building, Decor and Facilities, including health and safety
Caring, kindness, respect and dignity
Cleanliness, Hygiene and Infection Control
Consent, choice, user involvement and being listened to
Service organisation, delivery, change and closure
Staffing - levels and training
Waiting times- punctuality and queuing on arrival
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
If an Enter and View methodology was applied, was the visit announced or unannounced?
Unannounced

Details of health and care services included in the report

Details of health and care services included in the report
Ambulances and paramedics
Emergency department (inc A&E)
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres

Details of people who shared their views

Number of people who shared their views
33
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