Blackpool Victoria Hospital Outpatients Consumer Review

Download (PDF 601KB)

Summary of report content

Healthwatch Blackpool conducted a review of the patient experience of 5 outpatients clinics at the Blackpool Victoria Hospital. The team spoke with 64 people, collecting 47 completed surveys over 2 days visiting the sites. The review examined patients experience of waiting times for appointments, the waiting room environment, availability of information, prevalence of cancelled or rescheduled appointments, patient experience of finding the clinic and checking in, and the attitudes of staff. The majority of patients found the system for booking or rescheduling appointments easy to use and received an appointment in a satisfactory time. However, they reported that they were not given a choice of hospital and experienced delays to be seen after checking in. There was a lack of information in the clinic’s waiting room. The patients felt that the staff work hard and treat them with respect and dignity. The report did not make any recommendations and did not include a response from the service provider.

Would you like to look at:

General details

Report title 
Blackpool Victoria Hospital Outpatients Consumer Review
Local Healthwatch 
Healthwatch Blackpool
Date of publication 
Friday, 27 November, 2015
Date evidence capture began 
Monday, 17 August, 2015
Date evidence capture finished 
Tuesday, 18 August, 2015
Type of report 
Key themes 
Booking appointments
Car parking access
Communication between staff and patients
Information providing
Staff attitudes
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
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

Details of health and care services included in the report

Secondary care services 
Ear, nose and throat

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.