Manchester Learning Disabled Patient Journeys in Hospitals report

Healthwatch Manchester created this "walkthrough" report highlighting access to three outpatient services for people with learning disabilities

A walkthrough is a one-off, guided observation & analysis of a health and/or care process or pathway or a transect walk of a patient journey

to a service. It does not involve interaction with service users.

This report shares the experiences of people with learning disabilities as they navigate through outpatient services in Manchester hospitals. It gives a comparison between three departments in Manchester hospitals and is specifically concerned with how people find their way to them.

The walkthrough's took place at Manchester Royal Infirmary and North Manchester General Hospital.

Six recommendations were made:

1. Further investigation is required into the factors identified by the walkthroughs.

2. Information production and design needs to involve, or as a minimum consider, people with learning disabilities. Co-production of signage, maps and other information would readily achieve this.

3. The ‘Wayfinder’ Service is welcome in theory but there are major problems with its implementation. There is an urgent need for improved

customer service training and a greater awareness of the needs of people with learning disabilities, sensory impairments and mobility issues.

4. Wayfinders also need to be more visible and easier to locate. A permanent presence in reception areas, an easily identifiable uniform or

paging system could help resolve this. A dedicated volunteer coordinator is recommended to oversee the day-to-day activity of the Wayfinder Service.

5. Hospital signage is generally inadequate. Improved signage, including larger text, images and maps would be of benefit to a wide range of

patients, staff and visitors to hospital.

6. Healthwatch Manchester, as the independent consumer champion for health and social care, needs to either lead or be involved in all of the above.