Patient Communication at the Royal Sussex County and Royal Alexandra Children's Hospitals - Validation of the Welcome Standards

Healthwatch Brighton and Hove developed a Communication Charter as part of our outpatient focus, ‘Putting good communications with patients at the heart of service change’ report. University Hospitals Sussex (UHSx) have used this work as part of the foundations for their Welcome Standards programme.

To provide an independent assessment of the outcome of the reception staff's training, Healthwatch-trained representatives will ‘mystery shop’ and observe the welcome that patients receive when entering UHSx hospitals and reception areas. In Emergency Departments, representatives will observe and interview patients about their experience rather than ‘mystery shopping’ to avoid interrupting a high-demand service. 

This report below covers the top-level findings from the visits in 2024. This includes the main reception service at the Louisa Martindale building in the Royal Sussex County Hospital and the Emergency Department at the Royal Alexandra Children’s Hospital. 

Summary findings:

Louisa Martindale building – Main Reception – Royal Sussex County Hospital

Visits: Four visits by four different representatives (Healthwatch volunteers and staff) in August and September 2024 (including a Saturday). This included observations and ‘mystery shopping’ e.g. asking questions at reception. 

Overall: Very positive with only minor recommendations that could improve the service. The service passed on all six standards, fully delivering on three and delivering partially on three.

Positives: 

• The team worked incredibly well together and were generally very professional, especially when there was a need from the public.
• The team were compassionate, even when faced with more difficult scenarios such as ‘finding a patient on a ward for a concerned member of the public’.
• The team were viewed as competent, friendly, and helpful.

Recommendations:

• Have opening times of services to hand (e.g. for the hospital pharmacy).
• Have a member of staff always facing the entrance ready to assist.
• Ensure that staff try to keep a courteous expression, even when experiencing some confusion.

Children’s Emergency Department Reception – Royal Alexandra Children’s Hospital

Visits: Three visits by two representatives (Healthwatch staff) in September, November, and December 2024. This included observations and surveying patients in the waiting area.

Overall: Positive with some areas for improvement. The service passed on all six standards, fully delivering on one and partially on five.

Positives:

• Many patients felt they had a good experience and especially appreciated being greeted with a smile and eye contact.
• Staff appeared professional, respectful, and worked well together.
• There was helpful signage with instructions and printed-out maps of the hospital for patients to take.

Recommendations:

• Instructions on what was going to happen (and the specific rooms they could sit in e.g. the adolescent room) could be communicated more thoroughly.
• An even warmer welcome would feel comforting and improve the experience, such as allowing the patient/caregiver to explain their situation briefly before instructing them to use the form.