Patient Engagement Report at Lancashire Teaching Hospital and Royal Preston Hospital Accident and Emergency, Lancashire

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Summary of report content

On 8 December 2016 and 13 January 2017, 4 Healthwatch Lancashire representatives completed 2 Patient Engagement Days at the Lancashire Teaching Hospital NHS Foundation Trust, Preston Hospital Accident and Emergency (A&E) Department. The team used a survey to gather responses from patients using the A&E Service and they also used this opportunity to observe the environment. This report reflects the views of 20 patients and their relatives spoken with at the A&E Department, however, not all surveys were completed in full. This was due to the patient being called in to their appointment during the completion of the questionnaire. Summary of findings from the visits • The majority of people spoken to (55%) were from Preston. A further 20% had come from Leyland or Chorley and the remaining 25% specified other surrounding towns. • 47% of people spoken to had arrived by car with a further 37% receiving a lift. 11% of people arrived by ambulance whilst the remaining 5% arrived by foot. • The majority of people (40%) said that they had not spoken to anyone prior to attending the A&E Department. 24% of people spoke to their GP and 18% spoke to NHS 111. 12% had contacted 999 emergency services whilst 6% of people consulted an NHS website. • Of those who had contacted other services before attending the A&E Department, 100% had been advised to attend. • Of all the people spoken to, almost all (95%) said that they were happy with the service they had received so far, whilst 5% reported that they were not happy. Provider responses are included in the report against their 3 identified action statements.

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General details

Report title 
Patient Engagement Report at Lancashire Teaching Hospital and Royal Preston Hospital Accident and Emergency, Lancashire
Local Healthwatch 
Healthwatch Lancashire
Date of publication 
Wednesday, 13 January, 2016
Date evidence capture began 
Thursday, 8 December, 2016
Date evidence capture finished 
Friday, 13 January, 2017
Type of report 
Key themes 
Building and facilities
Staff attitudes
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 
Primary research method used 
User stories
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Urgent and emergency care services 
Accident & emergency
NHS 111

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
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? 
Yes action has been taken or promised
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.