What’s it like being in a hospital waiting room? People’s views: Heartlands HospitalDownload (PDF 4.68MB)
Summary of report content
Healthwatch Birmingham undertook research about the quality of service in waiting rooms in Birmingham Hospitals following feedback from the public. This report presents the results for the Heartlands Hospital. The research was based on feedback directly from patients who were in hospital waiting rooms, an online questionnaire, in-depth interviews and focus groups with other third-sector organisations to collect the experiences of people who have a visual and/or hearing impairment. They spoke to 57 people about their experiences at this hospital.
Although most people said that they generally have positive experiences of waiting at Heartlands Hospital, this is not the case for everyone. Vulnerable people, especially people who are elderly, have mobility problems, or have hearing or visual impairments, found it harder to access information and treatment planning, which made them feel worried and fearful.
The report contains 11 recommendations designed to address the issues uncovered by this research. It also contains a response from the provider outlining the changes it intends to make as a result.