On Monday 16th March, Healthwatch Lancashire attended an engagement event at Chorley and South Ribble Hospital. Senior Engagement Officer Emmy spoke with patients about their healthcare experiences at the hospital, including concerns and areas of good practice around accessing services.
Overall, we found that patients were happy with their experiences of care at the hospital.
Many patients spoke about how they appreciate the care they have received from the hospital and how they appreciate the staff listening to them. One recommendation was around text message reminders for patient appointments that are clear and the patient understands where to go.
One observation during the visit was the volunteer supporting patients to appointments and also helping them around the hospital. One observation was a volunteer supporting a patient who had received a text for an appointment; they helped them find where they needed to go. There were a lot of patients visiting the hospital, but the volunteers were able to keep up with the demand.
The list below features some of the feedback Emmy received from patients during the visit. For this report, only comments regarding the hospital are included:
• We had an ultrasound today, and they were lovely and a bonus was that we got to take home a picture of our baby.
• I went to the urgent treatment centre last night, and they told me they couldn’t see me, so they made an appointment for me here today. The only problem was they never told me where to go; the volunteer managed to help me, and it was the fracture clinic. The staff were all lovely in there, though.
• I have been to the eye clinic today, and the care was brilliant. I have been a few times now, and they are always nice to me.
• I used to be at Bolton hospital, but since I've moved, I have been transferred to Chorley hospital. I come here for physio; they are lovely, but the consultant can’t access my notes, which is quite frustrating. The last time I went for an X-ray, we took photos so the consultant could see them, as I knew they wouldn’t be able to get access.
• I have been seen in physio today, and they were really good with me; they were very thorough, and they explained everything to me fully, which I really liked.
• We have been to orthoptics today with my child, and they are just brilliant. We had another consultant a while ago, but I feel the new one is so much better. They really explain things to us and listen to my child, which is a breath of fresh air. I prefer Chorley over Preston; we have to go and see multiple doctors at both hospitals, but I feel Chorley is just nicer.
• I came for an appointment at the breast clinic, but I only got a text, not a letter; it only said Chorley Hospital but no directions or which entrance to go through.
• I have brought my family member to an appointment today and realised I needed to register my blue badge, but I couldn’t park anywhere near the entrance, so I’ve had to walk around the car park to the entrance. I am disabled myself, so it would have been helpful to have someone at this entrance who could have sorted my badge instead of me struggling to get around.
• I’ve had a mixed experience here at the hospital. I had an accident when I was on holiday, and I was told my notes would be transferred here for when I arrive home. I rang Preston originally, and they told me they couldn’t take a referral; I would need to go to A&E again and wait to be referred to them. I was told that I would be referred to orthopaedics and that I would receive a letter. I got a missed call from orthopaedics, so I called them back, and they told me I had been referred to a virtual clinic, which I wasn’t aware of, so I had now been discharged, which I couldn’t understand. I then got a phone call from the fracture clinic at Chorley saying I could be seen in March, and the consultant has been amazing with me today. The only downside is I’ve been told I now need to wait 6 weeks for an MRI. I feel I shouldn’t have been seen abroad if this is what happens when you come home.
• I had an ultrasound today, and I was in and out quite quickly; they were so nice to me.
• I have been to the fracture clinic today for a check-up. I have been before, and both times they have been really accommodating and really listened to me.
We would like to thank the staff and volunteers who helped us on the day of the visit and for their continued support in Healthwatch. We are keen to continue working together moving forward and look forward to establishing the views of the community.