At Whipps Cross University Hospital’s emergency department, part of Barts Health NHS Trust, some patients have waited up to ten hours, according to a new Care Quality Commission (CQC) report published following an unannounced inspection in May.
The CQC carried out the inspection to assess progress on improvements previously ordered but found ongoing issues with safety and waiting times.
A spokesperson for Barts Health NHS Trust said: “Our teams continue to work hard to provide kind, compassionate care, whilst our department faces significant pressures.
“We are proud of the progress we have made which has been recognised in the report, and we continue to take steps for improvement to ensure patients receive efficient, dignified care in our A&E.”
The inspection focused on urgent and emergency services and did not result in a new rating.
The department remains rated as “requires improvement” overall, with the same rating for safety and responsiveness.
The CQC rated the service as “good” for being effective, caring, and well-led.
Inspectors found that patients were still waiting long periods to see a doctor after initial triage, with some waiting up to ten hours.
The department was not meeting the national standard of triaging patients within 15 minutes of arrival, which the CQC said poses a safety risk.
Staff told inspectors they felt stressed, particularly when patients became frustrated due to the long waits.
The hospital has introduced 24/7 security to help manage frustration linked to delays.
Patients were still being cared for in corridor spaces.
Although staff had put up curtains to offer some privacy, male and female patients were not separated and had to share a toilet.
The “fit to sit” area for patients with minor injuries was described as cramped and lacking privacy.
The CQC also found that not all nursing staff had received appropriate training to care for the significant number of patients with mental health needs using the department.
However, the trust is working with external partners to deliver a mental health training programme for staff.
Despite the ongoing challenges, patients described staff as kind and respectful, even during busy periods.
Staff said they now had more time to engage with patients and offer support.
The report noted improvements in some areas.
The trust has updated and is following policies on medicines self-administration, observation, and escalation.
Infection prevention and control practices have improved, with better compliance on hand hygiene and cleaning.
Sepsis management has also improved.
Staff are now following updated policies, and compliance has increased since the previous inspection.
The trust is taking steps to improve patient flow and reduce crowding in the emergency department.
The service was previously found in breach of regulations relating to dignity and respect, safe care and treatment, nutritional and hydration needs, and staffing.
The CQC said improvements have been made and the service is no longer in breach, but further work is still required.
The trust has been told to submit quarterly action plans to the CQC to demonstrate progress.
Whipps Cross University Hospital provides inpatient, outpatient, maternity, day-case, and 24-hour A&E services.
It serves more than 350,000 people across Waltham Forest, Redbridge, and Epping Forest.
