Royal Liverpool Hospital Listening Event
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Healthwatch Liverpool held a listening event at the Royal Liverpool Hospital on 7 October 2019, gathering feedback from 61 patients and visitors across inpatient wards, the Acute Medical Unit, the Emergency Surgical Assessment Unit and outpatient services. Overall, feedback was positive, with 88% of respondents rating the hospital 4 or 5 out of 5 and an average score of 4.3 out of 5. Patients frequently praised staff for being caring, compassionate, professional and supportive, with many describing staff as the hospital’s greatest strength.
The strongest positive themes were staff attitudes, the quality of care and the information provided about treatment. Many patients reported feeling well looked after, respected and reassured by staff. Positive comments were also made about cleanliness and, for some patients, the food provided. Most respondents felt they had been given enough information about their treatment and felt able to ask questions when needed.
The main concerns related to the condition of the hospital building, staffing pressures and communication. Many respondents commented that the ageing hospital environment was deteriorating while awaiting completion of the new hospital and highlighted maintenance issues, equipment faults and accessibility problems. Some patients felt staff were overstretched and did not always have enough time to spend with patients. Others reported difficulties obtaining information about treatment plans, delays in communication between teams and uncertainty about discharge arrangements, with many inpatients saying they had not been given an estimated discharge date.
Healthwatch concluded that the Royal Liverpool Hospital continued to provide valued care despite challenges associated with an ageing estate and service pressures. Recommendations focused on supporting staff wellbeing, improving communication about treatment and discharge plans, maintaining the existing buildings while awaiting the new hospital, and continuing to use patient feedback to guide service improvements.