Findings and recommendations after Enter and View visit at Rochdale Infirmary outpatients department

A report has been published by local health watchdog Healthwatch Rochdale with their findings and recommendations after carrying out an Enter and View visit at Rochdale Infirmary outpatients department.

The visit was the first Healthwatch Rochdale Enter and View carried out in the Rochdale borough since the Covid-19 pandemic.

The visit on 1 February was a planned visit and Rochdale Infirmary management and staff worked in partnership with Healthwatch Rochdale to ensure a smooth and effective visit.

Following the visit, Healthwatch Rochdale made seven recommendations for improvement and received a response and action plan from Rochdale Infirmary management within the statutory time frame.

At the time of visit, four patients were attending for a first appointment and seven were attending for a follow up appointment.

Waiting times for a first appointment varied from one week to six months, whilst follow up appointment waiting times varied from one week to 12-13 months.

Some patients felt the time for a follow up appointment had been delayed, Healthwatch Rochdale said.

The report added: “None of the patients we spoke with had received any advice or support to help maintain their physical or mental health whilst waiting for their appointment such as ‘While You Wait’.”

A nurse was observed verbally updating patients that the clinic was running late, but the watchdog said that those who were hard of hearing or who arrived following the nurse’s announcement would be unaware of the delay.

It recommended writing waiting times on the noticeboard as well as the verbal update.

Healthwatch also recommended all patients receive an information book about what to expect at their first appointment and a map of the hospital showing the location of the clinic.

Healthwatch noted that the main hospital entrance was ‘clean, bright and welcoming, with reception manned by volunteers to assist with enquiries’. In contrast, it said the outpatients’ entrance “it was not welcoming and looked as though it was being used as a storeroom.”

Patients were observed bypassing reception – which looked closed due to a broken grille – and going straight to clinic. There was no sign informing patients to book in at this reception.

As a result, Healthwatch recommended fixing the grille and adding a sign informing patients of the need to book in before going to clinic.

The hospital was praised for comfortable seating and refreshments, plus “plenty of available wheelchairs and assistance given” but Healthwatch was disappointed to see signage unsuitable for those with a visual impairment, and information conveyed in only English.

The report said: “Considering the diverse population of the Rochdale borough we anticipated seeing information in languages other than English. As the main reception also appeared closed lack of information for those with a visual impairment or with a language other than English is a potential barrier for some patients.”

Recommendations included information and signage be available in other languages in accordance with the needs of Rochdale borough residents, as well as updating noticeboards with information on how to provide feedback or make a complaint.

The last two recommendations made included consulting with patients or a patient experience group to ensure the new outpatients department is created in coproduction with patients and their needs and requirements are taken into consideration, and the carry out an Equality Impact Assessment (EIA) regarding the transformation of the outpatients department to identify impact on patients and identify actions to mitigate this.

Kate Jones, Chief Executive Officer, said: “We are really pleased with how Rochdale Infirmary have responded to our findings and recommendations and taken these on board to help improve patient experience.

“It has been a great piece of partnership working and we are looking forward to revisiting the outpatients department in the future and seeing our recommendations in place.

“I would like to thank Rochdale Infirmary management and staff for working with us to ensure an effective visit, all patients who spoke with us and our Enter and View representatives for carrying out a successful visit.”

Steve Taylor, Rochdale Care Organisation Chief Executive Officer, said: “We are pleased that Healthwatch has been able to recently recommence the Enter and View visits to the clinical wards and departments on the Rochdale Infirmary site, following the Covid-19 pandemic.

“This is a valuable source of independent patient feedback, and we hope to use this information positively to improve our services and the experience of patients who use them.

“We have an ambitious estate plan for our main outpatient department that has recently secured national funding via a TIF bid to develop the department. 

“Work has already commenced with architects but is in initial stages and we will complete the full estate plan for this area until early 2025.”