Patient Engagement Southport Ormskirk Hospital Ormskirk and District General Hospital Childrens, Lancashire

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Summary of report content

On 13 December 2016 and 20 January 2017, 3 Healthwatch Lancashire representatives completed 2 Patient Engagement Days at the Southport and Ormskirk Hospital NHS Trust; Ormskirk and District General Hospital Children’s Accident & 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 16 patients and their relatives spoken with at the A&E Department. Summary of findings from the visits • The majority of patients were from Ormskirk, Skelmersdale and Southport and the remaining specified other surroundings towns. • The majority drove to hospital. • The majority of patients did not speak to a health professional before attending A&E, although 25% telephoned NHS 111 before attending, 6% phoned 999, 6% spoke to their GP and 6% had been advised by a walk-in centre. • Of the seven patients that spoke to a health professional, all of them were advised to attend A&E. • All the patients we spoke to were happy with the service they had received so far. Provider responses are included in the report as below and against their 3 additional questions. 1. Waiting times - once triaged, patients are seen in order of urgency/priority rather than booking-in time. However, the department will continue to ensure patients are kept informed of how long the anticipated waiting time is and discussions will take place to develop new methods of communication for this. 2. Provision of hand gel - Manager to ensure all staff aware of the need to keep all gels in working order to minimise risk of infection within the department. 3. Information boards - Department Manager to liaise with staff to ensure up to date information is displayed and old information removed.

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General details

Report title 
Patient Engagement Southport Ormskirk Hospital Ormskirk and District General Hospital Childrens, Lancashire
Local Healthwatch 
Healthwatch Lancashire
Date of publication 
Saturday, 21 January, 2017
Date evidence capture began 
Tuesday, 13 December, 2016
Date evidence capture finished 
Friday, 20 January, 2017
Type of report 
Key themes 
Building and facilities
Communication between staff and patients
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not known
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 
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? 
Not applicable

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.