Enter and view: Royal Cornwall Hospital Emergency Department

Healthwatch Cornwall undertook an enter and view visit to the Emergency Department at the Royal Cornwall Hospital on 8 September 2025.  They spoke to 15 people. The purpose of the visit was to observe how the service operates, gather feedback from patients and staff, and identify areas for improvement. 

The Emergency Department is a 24‑hour service that treats serious and life-threatening conditions. Patients arrive either by walking in or by ambulance, are booked in on arrival, and are triaged to assess the urgency of their condition so they can be prioritised appropriately. 

Overall, the environment and organisation of the department were positive. The entrance was clearly signposted, security was present, and the waiting area was clean, calm, and well maintained. Facilities such as vending machines were available, and real-time information screens displayed waiting times and service updates. Staff appeared professional, approachable, and calm, and the department was orderly despite being busy. 

However, some issues were identified during observations. The drinking water station was poorly signposted and lacked properly stored cups, which raised possible infection control concerns. Some waiting room seating was damaged, and signage for the drop-off parking area was not clear.

Feedback from patients was largely very positive. Most patients reported short waiting times, with many being triaged quickly and seen by a doctor within around 30 minutes. They frequently praised the friendliness, professionalism, and compassion of staff, and said they felt well cared for and listened to. Patients also appreciated receiving clear information about their treatment and next steps.

Despite this, some patients raised minor concerns. These included difficulty finding parking or drop-off areas, discomfort from seating, and confusion about the “acuity score” system used to explain waiting times. Many patients said the scoring system was not clearly explained. 

Feedback from staff and managers was also positive, with staff reporting improvements in the past year. Changes such as reorganising waiting areas and introducing time targets for ambulance handovers had improved patient flow and efficiency. Staff said they felt supported and proud of their work. Managers noted that while waiting times remain a common complaint, communication helps manage expectations. They also highlighted plans for future improvements, including electronic self-triage and potentially creating a minor injuries unit (MIU) on site.

The report makes several recommendations for improvement. These include improving signage for parking and facilities, ensuring safe and comfortable seating, addressing infection control risks at the water station, and better explaining the acuity scoring system in simple language. It also suggests that creating an on-site minor injuries unit could reduce pressure on the Emergency Department and improve patient experience.