Enter and view: North Middlesex University Emergency Department

Healthwatch Enfield and Healthwatch Haringey gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Enfield and Healthwatch Haringey to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections.

Healthwatch Enfield and Healthwatch Haringey visited North Middlesex University Emergency Department on Thursday 18th February 2016.

The key findings highlighted areas in relation to patient feedback, staff feedback and observation. The findings relate to themes around the reception- layout and communication access, communication support, fire and emergencies, patient pathways to scans.

The report contains 10 recommendations which include frontline and clinical staff members should receive deaf awareness and visual impairment awareness training. A contract is put in place with a BSL interpreter provider (as there is locally for GP practices). This would clearly be of most use for appointments and elective surgery. A contract with a video link BSL service is available for use for emergency attendees (both at A&E and at Maternity). A reduction in relying on care workers to support the patients, as this can compromise the quality of information conveyed and this is also invasion of privacy. Pagers are rolled out into the ED, to alert deaf patients when it is their turn. 6. In the waiting area, use visual display with patients’ names to avoid possibility of them not hearing their name being called or not recognising it (if pronounced differently). Develop a policy and procedure for supporting those with sensory impairments when they present at ED. Produce a set of procedures for patients with a sensory impairment undergoing an MRI scan or similar procedure. Urgent action to deal with the assessment of the undulating pathway from main entrance to A&E. Review intercom arrangement at main entrance.