Spotlight on accident and emergency report

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Summary of report content

Healthwatch Blackburn with Darwen has worked to find out the views and experiences of adults, children and young people experiencing A&E at Royal Blackburn Hospital, which will allow them to influence local health and social care provision to best meet their needs. This engagement took place over a 7 month period between August 2017 and February 2018, allowing Healthwatch Blackburn with Darwen to engage with 918 individuals. Key findings are: 90% of parents and carers of children and young people and 85% of adult patients knew where to go when they arrived in A&E. 93% of people accessing Children’s A&E had sought advice before attending. The majority of patients in the Emergency Department and Urgent Care Centre felt informed or very informed about the process and what was happening next. Whilst over 80% of people could access a drink, there were a significant number of complaints about the need to pay for drinks and high cost of drinks. 95% of people had been treated with dignity and respect in Adult A&E and 88% in Children’s A&E. 97% had been communicated to in a way they clearly understood in Children’s A&E and 92% of people had been communicated to in a way they clearly understood in Adult A&E. Recommendations are: Provide further information to patients, carers or family members about waiting times and what is happening next. Ensure water is available for people in Children’s A&E and to consider an alternative vending machine with lower priced drinks. Ensure that Children’s A&E cleaning facilities and procedures are reviewed and improved. Consider alternative provision in Children’s A&E waiting room to meet the needs of the most vulnerable children and young people who are at crisis point. Provide more comfortable seating in the waiting room of Emergency Department, Urgent Care Centre and Children’s A&E at Royal Blackburn Hospital. For Blackburn Clinical Commission Group to promote out of hours GP appointments.

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General details

Report title 
Spotlight on accident and emergency report
Local Healthwatch 
Healthwatch Blackburn with Darwen
Date of publication 
Friday, 5 January, 2018
Date evidence capture began 
Tuesday, 1 August, 2017
Date evidence capture finished 
Monday, 1 January, 2018
Type of report 
Key themes 
Food and nutrition
Information providing
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 
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

Secondary care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
Age group 
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 
Service manager
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? 
What type of impact was determined? 
Implied Impact

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.