Check-in at the new Adults Leicestershire Royal Infirmary Emergency Department

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Summary of report content

Healthwatch Leicestershire collected feedback and insights from people who had experiences of using the new Leicestershire Royal Infirmary Emergency Department (ED). Previously the CQC had rated the facility as 'requires improvement', which prompted this research. They spoke to 80 people. 

Almost two thirds of people had tried seeking help elsewhere before going to the ED. Most people had arrived by car. 55% of people thought the signage in the ED was either Fair or Poor. However, 85% thought the information provided at the reception was Good. The new department is bright, light and spacious with the high ceilings, floor to ceiling windows and it was noticeable that this has reduced ‘stress levels. These improvements and the overall design considerably lends itself to a more calming experience for patients and the public visiting the department. Overall, most people thought their experience of the ED (in terms of waiting times, treatment and overall experience) was Good or Fair. 

Healthwatch Leicestershire recommended that the signage should be reviewed and improved, that refreshments should be provided for people visiting ED, and to review the colour and text size of information displayed digitally to improve clarity. 

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General details

Report title 
Check-in at the new Adults Leicestershire Royal Infirmary Emergency Department
Local Healthwatch 
Healthwatch Leicestershire
Date of publication 
Monday, 5 June, 2017
Date evidence capture began 
Friday, 19 May, 2017
Date evidence capture finished 
Friday, 19 May, 2017
Type of report 
Key themes 
Building and facilities
Communication between staff and patients
Information providing
Quality of appointment
Quality of care
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
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? 
What type of organisation requested the work 
How was the information collected? 

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 
Specific ethnicity if known 
Sexual orientation 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
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.