Liverpool University Hospitals NHS Foundation Trust (LUHFT), Listening Events Report, May 2022
The Covid-19 pandemic meant that Healthwatch was unable to conduct to on-site visits or Listening Events at most local hospital trusts, including Liverpool University Hospitals NHS Foundation Trust (LUHFT), for over two years. This was because we were following national and local guidance on infection control and social distancing, as well as following the Trust’s own guidelines.
Before Covid-19 we held regular Listening Events at LUHFT sites (which include The Royal Liverpool Hospital, Broadgreen Hospital, Aintree University Hospital and Liverpool Dental Hospital) where we would hear feedback from patients and family members about their treatment and care, or the treatment and care of their loved ones. We also used these opportunities to engage with staff about their own experiences.
By May 2022 visitors were allowed back on hospital premises and Healthwatch was once again invited to engage with patients, family members and members of staff at the Royal, Aintree and Broadgreen hospitals. We also hope to visit Liverpool Dental Hospital as soon as possible.
Staff and volunteers from Healthwatch Liverpool, Sefton and Knowsley visited The Royal on 17th May 2022, and Aintree and Broadgreen on 19th May.
The aim of the events was to engage with patients, family members and staff, to gather feedback about their experiences of treatment and care at LUHFT. We wanted to find out what people thought was good and what they thought needed improving.
The three local Healthwatch organisations worked closely together to develop a standard survey for use across all sites.
Unlike previous visits, we were not able to visit wards or clinic waiting rooms, so we had a stall in reception areas at each hospital. At The Royal, this was located close to the St Paul’s Eye Clinic, and at Broadgreen it was next to the main reception desk which is shared with the Heart and Chest Hospital (which is not part of LUHFT). At Aintree we were asked to use the Hotel entrance. This was a small entrance area, and the location meant that we couldn’t stop patients and their visitors to talk to them. We therefore handed out surveys and provided Freepost envelopes, asking patients to return their completed surveys to us.
If people were unable to complete surveys then and there, they were invited to take a paper copy of the survey and a pre-paid envelope and return it at a later date. At The Royal and Broadgreen, people were also offered the use of QR codes linking them to online feedback facilities via the Healthwatch Liverpool, Sefton and Knowsley websites.
In total, 98 surveys were completed. We also spoke to some staff members who also provided feedback to us as patients at the Trust. This report details all the feedback gathered.
Comments and recommendations
- Waiting times - Although this is a national issue and has undoubtedly been impacted by the Covid-19 pandemic, we would be interested to know how LUHFT is using the NHS Waiting Well quality principles to address this issue locally, and how this fits within wider partnership working within the health and care sectors to reduce waiting times.
- Staffing Levels - What plans does LUHFT have to improve staffing levels, including recruitment and retention of staff, and to reassure patients and family members that staffing levels will be appropriate across all Trust sites?
- Mental Health First Aid training - Does LUHFT have any plans to provide Mental Health First Aid training to porters and reception staff across the Trust? These staff are at the frontline when dealing with distressed individuals and can potentially make a real difference to their experience.
- Mental Health Signposting - It would also be useful to provide frontline staff (both clinical and non-clinical) with a list of potential referral points for those with mental health support needs.
- Signage - This was a particular issue at Broadgreen, and we would be interested to know how regularly this is reviewed and whether patients or visitors are engaged in this process. We are aware that patients have been/will be involved in signage and ‘wayfinding’ development at the new Royal but it’s important that this is kept under review at all sites to improve patient and family experience at what can be stressful times.
- Wheelchair availability - This is another issue that was specially raised at Broadgreen. Investment in additional wheelchairs would improve the experience of patients, family members and staff across the site, and could be a partnership project with Liverpool Heart and Chest Hospital.
- Food/nutrition - Food quality was mainly raised at the Royal and it will be interesting to note whether any improvements are reported once the new Royal opens to the public. It would be helpful to patients if staff made sure they were clear about how to order food and whether alternative options are available. If patients are being provided with particular diets, in line with their treatment, it would also be helpful if this is discussed fully with them and their families, to allay any concerns.
Representatives from LUHFT provided a comprehensive response to our comments which are included in full in the report.
Downloads
If you need this report in a different format, please email enquiries@healthwatchliverpool.co.uk or call 0300 77 77 007.
