Enter and View: Eye Infirmary, New Cross Hospital

This was an unannounced Enter and View visit which was conducted in response to feedback received from a patient who has used the Eye Infirmary service for some time, highlighting communication and appointments as areas they have had difficulties with.

Summary of Findings

All areas of eye care are in the one building from eye tests, to theatre to an emergency department allowing patients to easily move to various teams depending on the reason for their visit and if the staff feel that the patient needs more tests. Recommendations made:

• Investigate the use of visuals which help to distinguish staff and their roles by the colour of their uniform, and ensure that these are placed throughout the building.
• Information should be made available which explains the various colours for different seating areas as it is not clear to visitors what each colour means.
• Investigate ways to ensure that porters are not struggling to manoeuvre beds through sets of double doors, such as having two porters to a bed would ease patents journey through the building.
• Investigate more effective methods of gathering patient feedback while ensuring that there is feedback going back to patients such as a “You Said We Did” system to ensure that communication is two way.
• Investigate a reminder system to ensure patients receive their appointment notifications and to remind them about their appointments.
• Royal Wolverhampton Trust to investigate the possibility of investment in additional clinics to help meet public demand.

This report was produced by the previous Healthwatch Wolverhampton service provider, Engaging Communities Solutions CIC.