Enter and view: West Middlesex ED and UTC
Download (PDF 4.49 MB)Summary of report content
Healthwatch Richmond conducted a series of Enter and View visits to the Emergency Department (ED) and Urgent Treatment Centre (UTC) at West Middlesex University Hospital in November 2024. The HW team were looking into current service standards, particularly following a change in UTC provider in September 2023.
The report shares the experiences of 111 patients and 30 staff, with follow-up interviews conducted with 15 patients. The visits aimed to evaluate patient care, identify issues, and assess any impacts of the recent provider transition.
Key areas explored included wait times, communication, cleanliness, discharge processes, infrastructure (e.g. seating, signs), and staff interactions. While feedback was largely positive (especially regarding staff attitudes and care quality) issues included poor communication about waiting times, unclear signs, uncomfortable seating, and insufficient cleanliness.
Sixteen key recommendations were made, addressing these concerns. The provider has responded positively, implementing or planning improvements such as new seating, better signs, more frequent cleaning, digital information boards, and improved staff communication.
Overall, Healthwatch Richmond found an encouraging staff culture and signs of service improvement since their 2019 visit.