Accident and Emergency Department at Southport & Ormskirk NHS Trust

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Summary of report content

On Monday 13 January 2020, Healthwatch Sefton worked in partnership with other local Healthwatch organisations to hold listening events at Accident & Emergency (A & E) departments across Cheshire and Merseyside. This report details the findings from the visit at Southport & Formby District General Hospital (Southport & Ormskirk Hospital NHS Trust). They spoke to 29 people.

The main reasons for patients attending the A & E department in the morning were injuries relating to falls and issues with pain. During the afternoon/ early evening, eye conditions and cardiac/ chest pain were the main reasons for patients attending.

 Eight patients (am) and 13 patients (pm) had attempted to access other services prior to attending the A & E department. Patients had mainly tried to access services at their GP practice or had been in contact with NHS 111. Seven patients told us that they had attended A & E as they could not get an appointment with their GP. The main reason why patients didn’t try going anywhere else prior to attending A & E, was “it was too urgent, it was an emergency”.

When asked, ‘How did you get to the A & E department, the majority of patients said they had been driven there by someone else.  Nearly three quarters had been seen within one hour of arriving at the department. Over half felt that they had been kept informed at each stage of their treatment. Staff updated patients on how busy the department was. Staff introduced themselves. This shows that the ‘My Name is…..’ campaign is working.

Overall, staff attitude was the main reason why patients had a positive experience. In looking at what could be improved, six patients who visited the department in the afternoon/ early evening shared that ‘waiting times’ could be improved.

The report contains a response from the Trust to the issues identified in the visits.

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General details

Report title 
Accident and Emergency Department at Southport & Ormskirk NHS Trust
Local Healthwatch 
Healthwatch Sefton
Date of publication 
Wednesday, 16 December, 2020
Date evidence capture began 
Monday, 13 January, 2020
Date evidence capture finished 
Monday, 13 January, 2020
Type of report 
Key themes 
Building and facilities
Communication between staff and patients
Information providing
Quality of care
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Urgent and emergency care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Tangible impact (not cost related)

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.