Aintree University Hospital Listening Event

Healthwatch Liverpool held a listening event at Aintree Hospital in July 2019, gathering feedback from 89 patients and visitors across inpatient wards and outpatient departments. Overall, feedback was positive, with 91% of respondents rating the hospital 4 or 5 out of 5 and an average score of 4.48 out of 5. Patients frequently praised staff, describing them as friendly, professional, caring and attentive. Positive comments were also received about the quality of care, food, cleanliness and the hospital’s location. 

The strongest positive theme was staff attitude and dedication. Patients reported feeling well cared for and many highlighted how quickly they were treated. However, concerns were raised about staffing levels, with only around half of respondents feeling staff had enough time to care for patients. Many described staff as working under pressure and appearing rushed, particularly on inpatient wards and during night shifts.

Other areas for improvement included car parking, communication and discharge planning. Patients reported difficulty finding parking spaces and frustration with parking arrangements. Some also felt they were not always given enough information about their treatment, especially at weekends or when seeing multiple clinical teams. Among inpatients, many had not been given an estimated discharge date and a significant minority did not know who the nurse in charge of their care was. Some patients who were moved between wards overnight also reported that reasons for the move had not always been explained. 

Healthwatch concluded that Aintree Hospital provides high-quality care and is highly valued by patients. Recommendations focused on improving communication about treatment and discharge plans, addressing staffing pressures, ensuring patients understand ward moves and who is responsible for their care, and continuing efforts to improve patient experience in relation to parking and hospital navigation.