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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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