Enter and View - Ealing Urgent Treatment Centre

Healthwatch Enter and Views are arranged to find out how health and social care services are being run, and make recommendations where there are areas for improvement.

Key Information

• External signposting is very clear. None of the patients we spoke with had difficulty in locating the centre.
• Hand sanitiser is directly inside the main entrance and we were encouraged to use it.
• A large ‘flow chart’ style notice in the seating area gives a good indication of what to expect, in terms of process and prioritisation.
• Doctors are considered by patients to be kind, helpful and attentive. During our visit we observed good personal interaction.

Key Recommendations

• We suggest that the departmental list, along with associated signage is periodically reviewed – at least annually, to ensure that all major departments are included, and that terminology and directions are up-to-date and accurate.
• We recommend that reception and all other staff are reminded of their obligations under data protection and confidentiality legislation. If the design of reception kiosks is not conducive to speaking at a moderate tone, we suggest that this is reviewed so that personal information is not compromised.
• We received little feedback from staff. We recommend discussing how staff can be supported to improve engagement with Healthwatch and the Enter & View process.