Whiston Hospital Listening Event report - May 2024
In total, 32 people, 22 women and 10 men, took part in the listening event.
Due to the number of responses received the views and experiences expressed cannot be considered representative of all patients. The report is presented to provide a snapshot of the experiences of those who took part and to highlight areas for consideration by the Trust.
As in our previous reports, the comments received from patients shows high levels of satisfaction with the care and treatment provided by the Trust. Positive comments were received across all departments, with ninety-seven percent of patients rating their treatment and care as good or excellent.
There is however still some room for improvement in patients experience of using the Trust’s services. Patients gave us feedback on areas they thought the hospital could improve on and we note that some of these issues have been raised by patients in our previous reports.
Recommendations and suggestions
- Some patients commented on the lack of availability of wheelchairs. We recommend an audit of wheelchairs is carried out to ensure there are enough to meet the needs of patients visiting the hospital.
- Results from our Listening Event show that patients really appreciate the care and dedication of the staff and volunteers. We ask that the Trust ensure that staff and volunteers are made aware of the positive feedback that patients give.
- Review appointment letters to ensure the location for the appointment is clearly marked, with directions to the location.
Mersey & West Lancashire Teaching Hospitals NHS Trust response
Thank you for providing the feedback report from the listening events that took place at Whiston hospital in April and May 2024 by Healthwatch Halton. We appreciate the additional opportunity this allows to investigate and make improvements.
We have noted the content and are pleased that the comments received from patients continues to show high levels of satisfaction with care and treatment provided.
Specifically relating to wheelchair provision here at Whiston hospital, there are currently around 170 hospital wheelchairs across Whiston and St Helens Hospital. There is comprehensive maintenance and repair plan, however based on the recurrent difficulties that patients are having, we have placed an order for additional wheelchairs to improve availability.
As always, where patients are less satisfied, we are happy to investigate individual cases if those patients would like us to including occasions where patients feel appointment letters are unclear.
Once the report is published, we will share with staff and volunteers.
Yvonne Mahambrey, Quality Matron – Patient Experience
