Patient Communication at the Royal Sussex County - Mystery Shopping of the Welcome Standards

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Summary of report content

Healthwatch Brighton and Hove undertook mystery shopping to understand whether the reception services at local hospitals met the University Hospitals Sussex Trust's standards in terms of patient communication.

Louisa Martindale building – Main Reception – Royal Sussex County Hospital

Overall: Very positive with only minor recommendations that could improve the service. The service passed on all six standards, fully delivering on three and delivering partially on three.

Children’s Emergency Department Reception – Royal Alexandra Children’s Hospital

Overall: Positive with some areas for improvement. The service passed on all six standards, fully delivering on one and partially on five.

 

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General details

Local Healthwatch
Healthwatch Brighton And Hove
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Caring, kindness, respect and dignity
Communication with patients; treatment explanation; verbal advice

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Mystery shopping
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Emergency department (inc A&E)
Hospital services- not stated
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