Report into people's experiences of A&E

Healthwatch Sheffield conducted an observational study and patient survey within the Accident & Emergency Department at Northern General Hospital, spending nine hours onsite and collecting feedback from 49 patients and visitors. Overall, most people were positive about the clinical care they received, with many praising staff professionalism, friendliness and responsiveness despite a busy environment. However, the study identified several practical issues affecting patient and visitor experience, particularly around communication, waiting environments and accessibility. 

A key finding was that most attendees appeared to be using A&E appropriately. Around 62.5% had sought medical advice before attending, often from a GP, NHS 111 or another healthcare professional. While many people complained about waiting times, Healthwatch observed that actual waits were often shorter than patients perceived, with no four-hour target breaches witnessed during the visit. Nevertheless, uncertainty and lack of information contributed to frustration, particularly among relatives trying to locate family members who had arrived by ambulance. Healthwatch recommended introducing volunteer "meet and greet" support to assist visitors and improve signposting.

The report highlighted significant concerns regarding accessibility for people with sensory impairments. Patients with hearing or visual impairments reported difficulties with the system whereby staff called names from doorways. Some individuals struggled to hear their names being called or identify where the staff member was located. Healthwatch recommended introducing a visual call system alongside verbal announcements to improve accessibility and patient experience. 

The waiting environment received mixed feedback. Although most respondents considered the department relatively clean, observers noted that the main waiting area was not cleaned during their nine-hour visit and identified discrepancies in toilet cleaning records. Broken seating was also a common complaint, with over half of respondents finding chairs uncomfortable. Other concerns included limited refreshment options, absence of a change machine, vending machines running out of water, inadequate signposting to nearby cafés and difficulties accessing prayer facilities. Healthwatch also criticised some advertising content displayed on waiting room televisions as potentially inappropriate for a healthcare setting. 

Mental health and patient distress emerged as additional themes. Healthwatch observed that some patients experiencing severe mental health symptoms were accommodated in spaces where their distress could be heard by other waiting patients, causing anxiety and discomfort. Concerns were also raised about noise, disruptive behaviour and the location of the smoking shelter immediately outside the entrance, which some people found intimidating or difficult to navigate. Recommendations included reviewing accommodation for distressed patients, relocating smoking facilities and improving waiting-area management. 

Despite these issues, overall satisfaction with staff was high. Most respondents felt reception staff were polite and helpful, and many praised nurses and doctors for delivering compassionate care under pressure. Sheffield Teaching Hospitals welcomed the report and subsequently implemented or began work on many recommendations, including introducing volunteer welcomers, improving signage, reviewing accessibility measures, enhancing information about refreshments and prayer facilities, and strengthening approaches to maintenance and environmental management.