Patient engagement day at Royal Blackburn Hospital

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Summary of report content

On 23rd September 2015, a team of nine Healthwatch Lancashire representatives surveyed 89 patients and relatives across 20 wards, clinics/departments at Royal Blackburn Hospital to review their experience and gather insight into the services. The surveys done included ten questions requesting a rating, from 1 to 5, on a specific aspect of the patients’ experience along with additional comments, compliments and concerns. Patients & relatives rated the overall experience as Good. The report shows average ratings by department. The report also shows comments received segmented by departments. The cardiology staff were described as “Pleasant, friendly and caring.” A patient’s experience at the Eye clinic - “Came today for regular check-up and told the nurse about a swelling on the eye. There was no doctor on today to check this so been told to go to an optician, or wait until next month when he’s back again for routine check”. The Trust provided a response thanking the HW team for highlighting some areas of improvement. “We will be taking on board all the comments received and ensuring any issues raised are looked at in further detail and any changes or improvements communicated to the public in due course.”

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General details

Report title 
Patient engagement day at Royal Blackburn Hospital
Local Healthwatch 
Healthwatch Blackburn with Darwen
Date of publication 
Wednesday, 23 September, 2015
Date evidence capture began 
Wednesday, 23 September, 2015
Date evidence capture finished 
Wednesday, 23 September, 2015
Type of report 
Key themes 
Quality of treatment
Service delivery organisation and staffing
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
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Secondary care services 
Diabetic medicine
General surgery

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
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? 
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? 
Implied Impact

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.