Summary of report contentHealthwatch Manchester created this "walkthrough" report highlighting access to three outpatient services for people with learning disabilities A walkthrough is a one-off, guided observation & analysis of a health and/or care process or pathway or a transect walk of a patient journey to a service. It does not involve interaction with service users. This report shares the experiences of people with learning disabilities as they navigate through outpatient services in Manchester hospitals. It gives a comparison between three departments in Manchester hospitals and is specifically concerned with how people find their way to them. The walkthrough's took place at Manchester Royal Infirmary and North Manchester General Hospital. Six recommendations were made: 1. Further investigation is required into the factors identified by the walkthroughs. 2. Information production and design needs to involve, or as a minimum consider, people with learning disabilities. Co-production of signage, maps and other information would readily achieve this. 3. The ‘Wayfinder’ Service is welcome in theory but there are major problems with its implementation. There is an urgent need for improved customer service training and a greater awareness of the needs of people with learning disabilities, sensory impairments and mobility issues. 4. Wayfinders also need to be more visible and easier to locate. A permanent presence in reception areas, an easily identifiable uniform or paging system could help resolve this. A dedicated volunteer coordinator is recommended to oversee the day-to-day activity of the Wayfinder Service. 5. Hospital signage is generally inadequate. Improved signage, including larger text, images and maps would be of benefit to a wide range of patients, staff and visitors to hospital. 6. Healthwatch Manchester, as the independent consumer champion for health and social care, needs to either lead or be involved in all of the above.
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Manchester Learning Disabled Patient Journeys in Hospitals report
Date of publication
Friday, 24 November, 2017
Date evidence capture began
Thursday, 5 October, 2017
Date evidence capture finished
Wednesday, 11 October, 2017
Type of report
Building and facilities
Communication between staff and patients
Health and safety
Lifestyle and wellbeing
Quality of appointment
Service delivery organisation and staffing
Healthwatch reference number
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?
Secondary care services
Types of disabilities
Learning or understanding or concentrating
Types of long term conditions
Does the information include staff's views?
Types of health and care professionals engaged
Allied health care professionals
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?
Is there evidence of impact in the report?
Is there evidence of impact external to the report?