Whiston A&E Watch

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Summary of report content

On 13th January 2020, Healthwatch Halton, Knowsley and St Helens undertook an A&E Watch visit to the Accident and Emergency (A&E) department in Whiston Hospital. The aim was to gain a snapshot of patient experiences and understand why they attended and how they thought services could be improved. They gathered peoples’ experiences by undertaking a survey, to which 58 people responded.

The survey found that the majority of people had tried to access another service before attending the A&E. Most of them had been or attempted to go to their GP practice first. The most common reason why people were attending A&E without going anywhere else first was because they felt it was too urgent or more convenient. Most respondents but driven to the A&E by a friend or a family member but some were also brought by the ambulance services. People who had been treated at the A&E were mostly satisfied with the care, however, many of them felt that they weren't kept informed of timings or delays. People gave positive comments about the helpful nature and attitude of staff. People felt that services could be improved further by improving the waiting times and communication about delays and treatments.  

The report does not provide any recommendations to the service providers.

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General details

Report title 
Whiston A&E Watch
Local Healthwatch 
Healthwatch Halton
Healthwatch Knowsley
Healthwatch St Helens
Date of publication 
Tuesday, 26 May, 2020
Date evidence capture began 
Monday, 13 January, 2020
Date evidence capture finished 
Monday, 13 January, 2020
Type of report 
Patient experience
Key themes 
Information providing
Quality of care
Staff attitudes
Waiting times and lists for treatment
Healthwatch reference number 

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 
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 
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 
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? 
Not applicable
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.