Impact report: how patient feedback has improved hospital waiting rooms
Download (PDF 2.4 MB)Summary of report content
Healthwatch Birmingham published a report “What is it like being in a hospital waiting room: People’s views in Birmingham” in 2019. This report described the experiences of people using hospital waiting rooms, made recommendations to NHS hospital trusts and the Community Health NHS Trust, and provided the responses from trusts to these recommendations.
This report outlines the actions taken by the participating trusts in response to the findings of this report.
Changes include immediate improvements, such as installing more signage or water fountains. Where appropriate, trusts undertook reviews of current and best practice and shared best practice between trusts. Staff and volunteer training was undertaken and inspections made.
Due to these improvements, patients visiting the waiting rooms of participating NHS trusts should experience:
- Shorter waiting times
- Better quality service for people with disabilities
- Better appointment calling and appointment displays
- Improved access to water, supporting hydration
- Greater awareness that feedback is welcomed, and more opportunities to provide it
Healthwatch Birmingham created posters which trusts have agreed to display in hospital waiting rooms summarising changes that patients may directly experience due to Healthwatch’s investigation at each hospital. They also request patients, and their friends and family, to continue to share their feedback.