On the 17th and 19th of March, Steve joined the team at Healthwatch Westmorland and Furness to host pop-ups at Furness General Hospital and Westmorland General Hospital in partnership with the patient experience team at University of Morecambe Bay Hospital Trust.
We intended to raise awareness of Healthwatch services and to share more information about our current online surveys:
During both engagements, we spoke with 65 patients about their experiences with health and social care.
Nearly 7 in 10 people praised staff or expressed satisfaction with their care. Staff at both hospitals were described as caring, communicative, and willing to listen to patients' needs. Whilst we were at Westmorland General Hospital, we saw staff helping patients.
One patient had attended the wrong hospital and the staff on the Reception desk took them to the department to make alternative arrangements to be seen.
Several patients at Westmorland General were attending to receive dialysis treatments. They had been picked up by local taxi firms and ambulances on behalf of the North West ambulance service. They praised the caring manner of the drivers who made sure their needs were attended to in their journeys. However, some inconsistencies in the timetables were raised in conversations.
“We've been waiting for taxi. They've just took my mate who lives 400 yards down the road, but because my name was not on the driver's list they can't take me. It's ridiculous. I came up with him at 7 this morning in the same taxi why has it changed to make me wait?”
Two patients were attending to receive surgery, and they complimented the care and support they had received but expressed some uncertainty about whether their operations would take place due to scheduling issues they experienced at previous appointments.
“I am here for surgery to have a hip replacement. I have been told that I am on the list for today but the last time I was here on the list they were unable to perform the surgery because someone before me had issues and it took them a lot longer to do the replacement than they thought. I have come today unsure if it will happen but I am just rolling with it. I will be out of action for 8 weeks or so. They have been really upfront with me about what to expect.”
They explained that they felt well informed about the situation and understood the reasons behind the delays, which reassured them.
We would like to express our gratitude to the staff at both hospitals for hosting us and making us feel welcome.