Healthwatch Birmingham published a report “What is it like being in a hospital waiting room: People’s views in Birmingham” in 2019. This report described the experiences of people using hospital waiting rooms, made recommendations to NHS hospital trusts and the Community Health NHS Trust, and provided the responses from trusts to these recommendations.
This report outlines the actions taken by the participating trusts in response to the findings of this report.
Changes include immediate improvements, such as installing more signage or water fountains. Where appropriate, trusts undertook reviews of current and best practice and shared best practice between trusts. Staff and volunteer training was undertaken and inspections made.
Due to these improvements, patients visiting the waiting rooms of participating NHS trusts should experience:
- Shorter waiting times
- Better quality service for people with disabilities
- Better appointment calling and appointment displays
- Improved access to water, supporting hydration
- Greater awareness that feedback is welcomed, and more opportunities to provide it
Healthwatch Birmingham created posters which trusts have agreed to display in hospital waiting rooms summarising changes that patients may directly experience due to Healthwatch’s investigation at each hospital. They also request patients, and their friends and family, to continue to share their feedback.
Impact report: how patient feedback has improved hospital waiting rooms
Date of publication
Wednesday, 18 March, 2020
Date evidence capture began
Saturday, 1 September, 2018
Date evidence capture finished
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of care
Quality of staffing
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
Primary research method used
How was the information collected?
If an Enter and View methodology was applied, was the visit announced or unannounced?
Secondary care services
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds
Accident & emergency
Urgent and emergency care services
Number of people who shared their views
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?
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?
What type of impact was determined?
Tangible impact (not cost related)