Public Experience of Imaging Services

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Summary of report content

Healthwatch Stoke-on-Trent designed a short question centred on local imaging services and if the need for masks caused a problem for patients to interact through talking or facial expressions. The question was shaped to enable them to understand the experiences of patients as the Imaging Department at the University Hospitals of North Midlands (UHNM) had to implement many new processes and procedures due to strict national guidelines set by NHS England because of the Covid 19 pandemic.

After posting a callout across social media and on their website, they received feedback from 63 residents of Stoke-on-Trent. They identified the following themes from the feedback:

  • There were concerns about claustrophobia which was not mask related
  • While most felt that mask wearing was tolerable, for some it was not
  • For some, staff wearing PPE affected the quality of communication
  • Most responders felt that communication with staff was supportive and positive

The report contains four recommendations for the Royal Stoke University Hospital Imaging Department to review and consider. Healthwatch Stoke-on-Trent will review them after 3 - 6 months to consider actions taken and strategies developed for the benefit of patient experience.


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General details

Report title 
Public Experience of Imaging Services
Local Healthwatch 
Healthwatch Stoke-on-Trent
Date of publication 
Friday, 30 April, 2021
Date evidence capture began 
Tuesday, 23 March, 2021
Date evidence capture finished 
Monday, 12 April, 2021
Key themes 
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of care
Staff attitudes

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
User stories
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Secondary care services 

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? 
Types of health and care professionals engaged 
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? 

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.