Whiston A&E Watch

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Summary of report content

Healthwatch Halton, Knowsley and St. Helens visited the Whiston Hospital Accident and Emergency (A&E) department in January 2020. They collected feedback on patient experiences from 58 completed surveys.

The report found that people tried to access another service before attending A&E, including GPs and walk-in centres. Those who were bought to A&E by ambulance rated the service as excellent. The majority of people (63%) we spoke to said they weren’t being kept informed of timings or delays. However, most patients reported that they had received excellent care despite the A&E being busy. When asking people what could be improved, the main area highlighted was waiting times, followed by improved communication about delays and treatment.

No recommendations were made. 

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General details

Report title 
Whiston A&E Watch
Local Healthwatch 
Healthwatch Halton
Healthwatch Knowsley
Healthwatch St Helens
Date of publication 
Monday, 29 June, 2020
Date evidence capture began 
Monday, 13 January, 2020
Date evidence capture finished 
Monday, 13 January, 2020
Type of report 
Key themes 
Communication between staff and patients
Digitalisation of services
Health promotion
Holistic support
Information providing
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
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? 
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.