Spotlight on accident and emergency report

Healthwatch Blackburn with Darwen has worked to find out the views and experiences of adults, children and young people experiencing A&E at Royal Blackburn Hospital, which will allow them to influence local health and social care provision to best meet their needs. This engagement took place over a 7 month period between August 2017 and February 2018, allowing Healthwatch Blackburn with Darwen to engage with 918 individuals.

Key findings are: 90% of parents and carers of children and young people and 85% of adult patients knew where to go when they arrived in A&E. 93% of people accessing Children’s A&E had sought advice before attending. The majority of patients in the Emergency Department and Urgent Care Centre felt informed or very informed about the process and what was happening next. Whilst over 80% of people could access a drink, there were a significant number of complaints about the need to pay for drinks and high cost of drinks. 95% of people had been treated with dignity and respect in Adult A&E and 88% in Children’s A&E. 97% had been communicated to in a way they clearly understood in Children’s A&E and 92% of people had been communicated to in a way they clearly understood in Adult A&E.

Recommendations are: Provide further information to patients, carers or family members about waiting times and what is happening next. Ensure water is available for people in Children’s A&E and to consider an alternative vending machine with lower priced drinks. Ensure that Children’s A&E cleaning facilities and procedures are reviewed and improved. Consider alternative provision in Children’s A&E waiting room to meet the needs of the most vulnerable children and young people who are at crisis point. Provide more comfortable seating in the waiting room of Emergency Department, Urgent Care Centre and Children’s A&E at Royal Blackburn Hospital. For Blackburn Clinical Commission Group to promote out of hours GP appointments.