CQC Urgent and Emergency Care National Survey findings published

26 July 2023

The Care Quality Commission (CQC) has published the results of their latest national Urgent and Emergency Care National Survey. For Kingston, the survey results are based on the experiences of 347 adults who received care in the Hospital’s Emergency Department or Urgent Treatment Centre (UTC), in September 2022. You can read the reports here:

While broadly, on most topics covered in the surveys of over 35 questions, patients reported experiences similar to those at other NHS trusts, we recognise that there are issues that need to be addressed related to patients’ experiences while waiting to be seen, or their experience at the point of leaving the Emergency Department.

Nic Kane, Chief Nurse at Kingston Hospital and Hounslow and Richmond Community Healthcare NHS Trust, said:

“I’d like to thank everyone that took the time to complete the survey. Your views, and the views of everyone that gives feedback, count. We have a comprehensive programme of work underway to directly address how patients flow through the department, as this underpins many aspects of poorer experience in our Emergency Department. We commit to sharing our progress on this with you.

“I would also like to thank staff for their determination to listen to patients, provide privacy on arrival, include family or carers in discussions, and their support in managing patients’ pain in the Urgent Treatment Centre. These are key aspects of care that patients value, and on which we continue to perform well.”

Kingston Hospital has welcomed support from NHS England to develop a programme of improvements that will address recognised challenges that impact on patient experience and safety. The programme commits Kingston Hospital to achieving four objectives:

  • Very good patient experience
  • No delays when people arrive in an ambulance
  • No one waiting in the Emergency Department longer than 12 hours
  • Staff working together to enable delivery of the best care possible

A number of new initiatives are already impacting on patient experience:

  • A welcome nurse is available at the front door of the Emergency Department between the hours of 11am and 7pm. This is a senior member of staff who can direct patients to the correct part of the department, based on clinical need, and ensures that patients who are unwell are identified early in the patient journey.
  • The Rapid Assessment and Focused Treatment (RAFTing) approach is in place and patients arriving by ambulance, as well as patients who are unwell and arrive via the front door, are assessed in a timely manner by a multidisciplinary team. This is already reducing the amount of time patients wait for treatment and time taken to receive specialist care.
  • A new clinical leadership model has been introduced in the Emergency Department, which means there is now an ‘Emergency Physician in Charge’ on duty 24 hours a day.
  • There are ongoing improvements to the environment and facilities across the department, including changes to lighting, signage and flooring. A phone charging ‘Joos machine’ has been installed in the department and vending machines within the waiting area are being reviewed. A hostess is also available within the department from 7am until 4pm, and the hospital is looking at the possibility of providing this service 24 hours a day.

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