Patient experience report: St Helens and Knowsley Hospital NHS Trust

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Summary of report content

This report has been compiled from comments received by Healthwatch St Helens captured through the following methods:  Patient Experience comment cards completed at Healthwatch information stands  Community based events  Suggestion boxes and postcards in various community venues around the Borough  Online submissions / comments from Patient Opinion Information, collected via Healthwatch St Helen between January and March 2017 will be shared with the hospital trust in this report. In total, 18 comments were collected. Healthwatch St Helens reported that there were more positive than negative comments received in this quarter, however they do urge the Trust to pay particular attention to the patient feedback around waiting times at Whiston Hospital.

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General details

Report title 
Patient experience report: St Helens and Knowsley Hospital NHS Trust
Local Healthwatch 
Healthwatch St Helens
Date of publication 
Friday, 31 March, 2017
Date evidence capture began 
Sunday, 1 January, 2017
Date evidence capture finished 
Sunday, 31 March, 2019
Type of report 
Key themes 
Communication between staff and patients
Food and nutrition
Information providing
Quality of appointment
Quality of care
Quality of staffing
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? 
Not applicable
Primary research method used 
User stories
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice
Secondary care services 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds
Minor injuries unit
Urgent and emergency care services 
Accident & emergency

Details about conditions and diseases

What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

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.