Ormskirk and District General Hospital Children’s Accident & … · 2017-05-12 · March 2017...

Southport and Ormskirk Hospital NHS Trust; Ormskirk and District General Hospital Children’s Accident & Emergency Department Patient Engagement Day: Contact details:

OrmskirkandDistrictGeneralHospitalWiganRoadOrmskirkL392AZ

Date and times of visits:

Tuesday13thDecember2016–9.00amto12.00pmFriday20thJanuary2017–6.00pmto9.00pm

Healthwatch Lancashire representatives: V3.1 ©2017HealthwatchLancashire

AyshaDesai(LeadProjectOfficer)AmandaHiggins(SeniorProjectOfficer)JessWood(ProjectOfficer)

DISCLAIMERThisreportrelatesonlytotheserviceviewedatthetimesofthevisits,andisonlyrepresentativeoftheviewsofthepatientswhometmembersofthePatientEngagementDayteamonthosedates.

Healthwatch Lancashire Patient Engagement Day Report

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Introduction HealthwatchLancashireiscommittedtolisteningtopatientsandmembersofthepublicinLancashireandmakingsuretheirviewsandexperiencesareheardbythosewhorun,planandregulatehealthandsocialcareservices.OnTuesday13thDecember2016andFriday20thJanuary2017,threeHealthwatchLancashirerepresentativesgatheredsurveyresponsesfrompatientsatOrmskirkDistrictGeneralHospitalChildren’sAccidentandEmergencydepartment,toobtaintheviewsofpeopleusingtheserviceandtoobservetheenvironment. MethodologyThesevisitswerearrangedaspartofHealthwatchLancashire’sscheduleofPatientEngagementDays.ThisphaseofengagementactivitieswastoattendallhospitalA&EdepartmentswithinLancashireandgaininsightfromthepublicabouttheirexperienceofusingtheserviceduringthewinterperiod.Theaimwastogatherpatients’viewsontheaccessibilityofthehospital’sA&Eandthequalityofcareprovided,whilstalsoattemptingtopickuponappropriateuseofA&E.Theteamofprojectofficersspokewithpatientsandtheirrelativesinthewaitingroomandrecordedtheirfeedback.TheteamalsocollatedobservationsoftheA&Edepartment.Thisreportreflectstheseobservationsandthefeedbackgained.ThereportissenttotheDirectorofNursingforvalidationofthefacts.AformalresponsefromtheDirectorofNursingortheirrepresentativeisincludedwiththefinalversionofthereportwhichispublishedontheHealthwatchLancashirewebsiteat:healthwatchlancashire.co.uk/reportsThisreportreflectstheviewsof16patientsandtheirrelativesthatwespokewithattheA&Edepartment,however,notallsurveyswerecompletedinfull.Thisisoftenduetothepatientbeingcalledintotheirappointmentduringthecompletionofthequestionnaire.Assuch,thetotalnumberofpeoplethatansweredeachquestionwillbedetailedinbracketsundertheresultsofeachquestion.Acknowledgements HealthwatchLancashirewouldliketothankthepatientsandrelativesfortakingpartinthissurvey.Wewouldalsoliketothankthestaffatthehospitalforsupportingourvisits,inparticularthoseworkingwithintheA&Edepartment.

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A&E Observations FirstimpressionsTheA&Edepartmentseemedquietduringboththemorningandeveningsessions.Theenvironmentappearedfriendlywithmusicplayinginthebackground.Therewasachildren’sareaandthetelevisionwastunedintoachildren’schannel.Therewereseveralwell-displayednoticeboardsincludinginformationonpatientandpublicinvolvementandsafetyawareness.Informationonfallsfromtrampolineswasinteresting,howeverdatedwithstatisticsfrom2005-2009.InternalenvironmentThewaitingareaseemedclean,organisedandingoodcondition,althoughwedidfindblood-stainedtissuesonthefloor.Theseatingappearedtobeadequateduringbothsessionsandeveryonehadaseat.Theapproximatewaitingtimewasnotcompletedonthedisplayboard.Therewasnohandgelinthedispenserduringoneofthevisits.ReceptionandstaffThestaffwelcomedpatientsintoA&Ewhentheyarrivedandwereveryfriendlywiththechildren.Thechildrenseemedtorespondwelltostaff.Thechildrenwereweighedbeforetheyweretreatedandforpatientsthatcouldnotbeweighedstanding,suchasbabiesandthoseinjured,wereweighedonaspecialchair.Thiscausedsomeobstructionduringthemorningsessionduetowhereitwaspositionedinthewaitingroom.Thechairwasinadifferentplacefortheeveningsessionandwasnolongercausinganobstructiontopatients.

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T h e P a t i e n t E n g a g e m e n t D a y s a t O r m s k i r k D i s t r i c t G e n e r a l H o s p i t a l t o o k p l a c e o n T u e s d a y 1 3 t h D e c e m b e r 2 0 1 6 a n d F r i d a y 2 0 t h J a n u a r y 2 0 1 7 . 1 6 p a t i e n t s a n d r e l a t i v e s s h a r e d t h e i r v i e w s .

1 . We asked: ‘Which town do you live in?’

32% said Ormskirk (3 morning, 2 evening) 19% said Skelmersdale (0 morning, 3 evening) said Southport (3 morning, 0 evening) 19% 6% said Burscough (1 morning, 0 evening)

6% said Rainford (1 morning, 0 evening) 6% said Maghull (1 morning, 0 evening) 6% said Liverpool (0 morning, 1 evening) 6% said Kirby (0 morning, 1 evening) (16patientsanswered) 2 . We asked: ‘How did you get here today?’

(16patientsanswered)

3 . We asked: ‘Did you speak to anyone before coming here?’

57% said they didn’t speak to anyone 25% said NHS 111

6% said GP 6% said Walk in Centre 6% said they phoned 999

0% said they looked on an NHS website 0% said pharmacy

0% said they are attending a follow up appointment

(16patientsanswered)CommentsfrompatientsorrelativesgroupedbywhotheyspoketopriortoattendingA&E;Didn’tspeaktoanyone:“IneverknowwhetherIshouldtakemychildtothewalk-incentreorhere.It’ssohardtojudgewithchildrenandIdon’twanttotakeanychances,sothatiswhyIdecidedforA&E.”“HebangedhisarmandIthoughtitmaybebroken.”“Hehadthesamesymptomsasthepreviousvisitwhenhehadafracture.”“IamanursesoIknowwhentovisitA&Easitwasaheadinjury.”“Ourchildwaswheezingandwewereworried.”“Mydaughterhurtherlegdancinglastnight.Shesaidherkneehasbeenhurtingallnight.”

Car Got a lift Ambulance Patient transport

Taxi Walk Bus

69% 12% 19% 0% 0% 0% 0%

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Phoned999orNHS111:“TheambulancecrewdidanassessmentathomeandtheysaidweneededtocometoA&E.”“Iwasadvisedtocomeasmybabywascoughingbadly.”GP:“MysonhasahightemperatureandwasbeingviolentlysicksowewereadvisedtocomehereastheGPwasclosed.”Attendedthewalk-incentre:“Anx-rayisneededandtheycouldn’tdoitatthewalk-incentresowewereadvisedtocometoA&E.”Othercomments:“Wehavebeenhereforthelastthreedaysnow.TheconditionisgettingworsesowehavehadtocomebackhereasthehospitalsaidifitgetsanyworsetobringhimbacktoA&E.Wearenot100%surewhattheproblemisyet.”“Mydaughterhashurtherleg.We’vealreadybeentoA&Eforherlegsixdaysago.”

4. We asked those that spoke to someone prior to attending A&E: ‘Did they advise you to come here?’

100% said Yes 0% said No

(7patientsanswered)

5 . We asked: ‘Are you happy with the service you have received so far?’

100% said Yes 0% said No

(16patientsanswered)

Negativecommentsreceivedabouttheservice:“Therearejustlongwaits.Ihavebeenwaitinganhourandhalfforthedoctornow.”

Positivecommentsreceivedabouttheservice:“Wearewaitingtoseethedoctorbuthaveseenthenurse.Theyallseemfriendly.”“Within20minuteswehadseenthenurse.”“Theservicehasbeengreat.Wesawthenursewithin20minutes.”“Ithasbeenquick.Onlywaitedonehourandwehavebeenseen,hadanx-rayandnowleavingthedepartment.”“Thestaffarelovely.”“Ihavebeenafewtimes.Theyarealwaysreallygood.”“Wesawsomeonequitequickforanx-ray.Wearejustwaitingfortheresultsnow.”

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Healthwatch Lancashire Summary of Findings

HereisasummaryoffindingsfromourvisitstoOrmskirkDistrictGeneralHospitalChildren’sAccident&EmergencyDepartment:

• ThemajorityofpatientswerefromOrmskirk,SkelmersdaleandSouthportandtheremainingspecifiedothersurroundingstowns.

• Themajoritydrovetohospital.• Themajorityofpatientsdidnotspeaktoahealthprofessionalbeforeattending

A&E,although25%telephonedNHS111beforeattending,6%phoned999,6%spoketotheirGPand6%hadbeenadvisedbyawalk-incentre.

• Ofthesevenpatientsthatspoketoahealthprofessional,allofthemwereadvisedtoattendA&E.

• Allthepatientswespoketowerehappywiththeservicetheyhadreceivedsofar.

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Response from ProviderActionStatement

No. Issuesraisedbypatients

Responseoractionfromprovider Tobeaddressedby

Nameofmanagerresponsible

1. Waitingtimes Oncetriaged,patientsareseeninorderofurgency/priorityratherthanbooking-intime.However,wewillcontinuetoensurepatientsarekeptinformedofhowlongweanticipatethemtowaitandwilldiscussanddevelopnewmethodsofcommunicationforthis.

March2017 AlisonBarben

2. Provisionofhandgel

ManagertoensureallstaffawareoftheneedtokeepallGelsinworkingordertominimiseriskofinfectionwithinthedepartment.

March2107 AlisonBarben

3. Informationboards

Departmentmanagertoliaisewithstafftoensureuptodateinformationisdisplayedandoldinformationremoved.

April2017 AlisonBarben

Additionalquestions:

1. Isthereportfactuallyaccurate?Ifnot,pleasestatewhatneedstobechangedandwhy

Yes

2. Haveyoulearntanythingnewabouttheexperiencesofyourpatientsasaresultofthisexercise?

Allstaffdotheirutmosttokeeppatientsandparentsinformedbutthisneedstobemaintainedatalltimestoensurethepatientexperienceisgood.

3. WhatwasyourimpressionofHealthwatchLancashireduringthisexercise?Doyouthinktheycouldhavedoneanythingbetter?

StaffhadnoissuesandsupportanyvisitstotheUnit

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