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Archived: Frenchay Hospital Requires improvement

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Inspection report

Date of Inspection: 15 May 2012
Date of Publication: 15 June 2012
Inspection Report published 15 June 2012 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

Our judgement

People’s privacy, dignity and views were taken into account in the way the service was provided and delivered in relation to their care.

The provider was meeting this standard.

User experience

We spoke to people in ED and on wards 105 and 107 the medical assessment wards. We were told that nursing and medical staff treated them with respect and staff included them in the decision making process. Comments included, “We are waiting to see what the X-ray results are and then the doctor will come back and tell us what happens next”, “I have been waiting for a while but you expect to wait in A&E. The staff are all very helpful” and “The staff are always cheerful and helpful even though it is very busy in here”.

Patients that we spoke with on the assessment wards said they were kept informed about what was happening and why. Comments included, “I have seen a member of staff regularly and this has relieved any anxieties I may have”, “I am confident that they are doing what’s in my best interests, I am relieved to be here and I feel safe now” and “I have been treated well by all staff, I have completed a feedback survey and I have said that I am quite satisfied”.

Staff told us about the triage arrangements that were in place for patients who visit ED. Some were seen in the ‘see and treat’ area, whilst others were seen in the cubicle areas. Patients who arrived at ED by ambulance were taken directly to the resuscitation area or cubicles for ongoing treatment and care.

Information about all of the patients in the department was displayed on large electronic screens in various areas. Some of the screens were visible to waiting patients. Staff told us that they were careful about what was recorded on the screens in order to respect personal information. An example of this was where one patient who visited the department for treatment and was under the influence of alcohol, it was recorded on the screen that this person was “unwell”.

Staff told us they advised patients of expected waiting times and we saw them being responded to appropriately when they were asking for an update on when they would be seen. The provider may find it useful to note that there were no visible signs in the waiting area whereby patients could be informed of expected waiting times.

Other evidence

All cubicles and resuscitation areas had curtains or screens around them. Notices reminding staff about privacy and dignity were displayed.

The North Bristol NHS Trust used a ‘patient panel’ to inform them on a number of projects and routine governance arrangements. This included patient information leaflets, essence of care audits and ward feedback cards.