Feedback Report: The Walton Centre NHS Foundation Trust May – July 2017

Healthwatch Sefton gathered feedback from patients, families and visitors attending The Walton Centre NHS Foundation Trust between May and July 2017. The report was based on 31 completed feedback forms collected through outreach activity at the hospital. Overall, the Trust received an average rating of 5 out of 5 stars, with feedback sentiment analysed as 71% positive, 19% neutral and 10% negative.

The strongest theme was treatment and care, with 97% positive feedback. Patients consistently praised the quality of clinical care, the expertise of consultants and the way staff explained conditions, tests and treatment options. Many respondents said they received better explanations and support than at other hospitals and highlighted feeling reassured, informed and involved in their care. 

Staff were another major strength, receiving 100% positive feedback. Patients described staff across clinical and non-clinical roles as caring, professional, friendly and supportive. A number of comments specifically praised ward teams, consultants, nurses, reception staff and support staff for their compassion, communication and commitment to patient care. 

Feedback on access to services was largely positive, with most patients reporting short waiting times and efficient appointments. However, some concerns were raised about parking, patient transport delays, appointment cancellations and communication issues. A small number of respondents reported difficulties receiving appointment letters or contacting departments by telephone, while some visitors suggested improvements to waiting areas for patients travelling long distances. 

Facilities and surroundings received mixed feedback. Patients praised cleanliness throughout the hospital, but comments about food, parking and some environmental issues led to lower ratings in this area. Suggestions included providing greater menu variety for long-stay patients, improving parking arrangements and continuing to enhance facilities for visitors. 

Healthwatch concluded that The Walton Centre demonstrated considerable good practice, particularly in relation to treatment quality, staff attitudes and cleanliness. Recommendations focused on improving communication around appointments and correspondence, monitoring feedback regarding food provision and continuing to address practical issues affecting patient experience. The Trust welcomed the findings and confirmed ongoing work to improve appointment communications and patient information.