Clatterbridge Centre Listening Event Report - April 2019

Summary

On 2 April 2019 we visited the Clatterbridge Centre with colleagues from Healthwatch Wirral and spoke to patients and their families about the care that they receive there.

Of the people we spoke to and who answered the relevant questions:

• 97% would give the Clatterbridge Cancer Centre a 4 or 5 star rating with an average rating of 4.87 stars out of 5
• 77% are aware of the new Clatterbridge site being built in Liverpool city centre
• 93% felt they had been kept involved in decisions or discussions around their treatment
• 87% felt that staff had enough time to care for them and other patients
• 63% made positive comments about the caring and friendly approach of the staff

Conclusions

The Clatterbridge Centre received a great deal of positive feedback from both patients and visitors at our Listening Event this year. 97% of the people we spoke to rated the hospital either 4 or 5 out of 5. The lowest rating given was 3 out of 5. There were a large number of positive comments about the staff, environment and care.

However, some of the people we spoke to did express dissatisfaction with car parking and there were also concerns expressed about waiting times for outpatient appointments. A small number of people also felt the food could be improved.

Most people we spoke to felt that staff did have enough time to care for them. However, some people expressed that staff appeared to be too busy and this impacted on their ability to deliver patient care.

Most people felt that they had been involved in decisions and discussions around their care.

The majority of people we spoke to were aware of the new site opening in Liverpool, however some people did not know about it or were unsure. This suggests that perhaps more could be done to raise awareness amongst patients and visitors. Whilst most people welcomed the new centre some people expressed concerns about parking and access at the new site due to its location in the city centre. Others expressed that the new site should not impact on the availability of services on the existing Wirral site.

We have provided the hospital with an anonymised version of the feedback that we captured. They will use this to provide specific feedback to the areas of the hospital that we visited. The hospital can use this feedback in conjunction with the other ways in which they capture patient experiences to see what is working well and any areas for improvement.

We look forward to continuing our work with the Clatterbridge Centre over the forthcoming year and we will carry out a further Listening Event at the new Liverpool site once this is up and running.