Reviewing Communication Support at Queen's Hospital

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Summary of report content

Working in partnership with the Patient Experience team at Queen’s Hospital, part of the Barking, Havering and Redbridge University NHS Trust (BHRUT); Healthwatch Redbridge  were invited to visit a number of departments around the Hospital to review how well they were meeting the communication and support needs of patients and carers in August 2019.

Visits were conducted across three hospital departments (Audiology, Eye Clinic, and the Urgent Treatment Centre/Emergency Department), and one ward (Amber A). The aim was to identify how Queen’s Hospital were meeting the standard and assess whether the needs of people with communication impairments were being fully met.

The report looks at:

  • Transport access including public transport and disabled parking spaces
  • The availability of working hearing loops
  • Signage about the deaf messaging service
  • Signage and support to get around the hospital
  • Information about support with communication
  • Staff awareness of the Accessible Information Standard.

The report includes a number of recommendations and a detailed response to each by the provider.

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General details

Local Healthwatch
Healthwatch Redbridge
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Building, Decor and Facilities, including health and safety
Parking and transport
Communication with patients; treatment explanation; verbal advice
Written information, guidance and publicity
Accessibility and reasonable adjustments
Caring, kindness, respect and dignity
Service organisation, delivery, change and closure
Staffing - levels and training

Methodology and approach

Was the work undertaken in partnership with another organisation?
Yes
Primary research method used
Observation (eg Enter and View)
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
Ear, nose and throat, audiology and maxillofacial services
Inpatient care/General inpatients
Emergency department (inc A&E)

Details of people who shared their views

Number of people who shared their views
0
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Pregnancy/maternity
N/A
Types of disabilities
Sensory impairment
Learning disability or difficulties
Does this report feature carers?
Not known
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