A week in A & E

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Summary of report content

Healthwatch Wigan and Leigh collected feedback from 79 people in A&E using a questionnaire. 

The findings of the report include that people attended A&E for a range of reasons, such as couldn't get a GP appointment, it was the most appropriate place for their condition, and it is quicker than the GP. People wanted more information about what alternative services they could use and about what conditions can be treated in A&E. The waiting area was well stocked with refreshments, with plenty of seats and electronic display boards. Some people commented on the long waits in A&E until they are seen. 

The recommendations include that triage and referral pathways should be consistent and clearly communicated; Communication between services need to be improved such as referral services and ambulatory assessment units. The check-in experience needs to be improved for patients. The way that patients are called should be done differently as some people cannot hear when their name is called.

A response from the service provider is included.

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General details

Report title 
A week in A & E
Local Healthwatch 
Healthwatch Wigan
Date of publication 
Monday, 2 September, 2019
Date evidence capture began 
Tuesday, 12 March, 2019
Date evidence capture finished 
Friday, 16 August, 2019
Type of report 
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Health and safety
Information providing
Quality of care
Quality of staffing
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? 
Primary research method used 
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

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if 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? 
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.