Listening events report - August to October 2025

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Summary of report content

Healthwatch Halton gathered feedback from 59 participants (patients, visitors, volunteers) at Whiston Hospital and St Helens Hospital to understand experiences and identify improvements.

Key Findings

  • Overall Satisfaction:
    • 97% rated care as Good or Excellent (71% Excellent, 26% Good).
    • Staff were widely praised for kindness, professionalism, and clear communication.
    • Hospitals described as clean, calm, and well-organised.
  • What’s Working Well:
    • Staff attentiveness and reassurance.
    • Efficient appointments and minimal waiting times.
    • Welcoming facilities and bright, clean environments.
    • Specialist clinics (Eye, Endoscopy, Rheumatology, Lilac Centre) were highly rated.
  • Areas for Improvement:
    • Parking: There were limited disabled bays, queues at barriers and rising costs.
    • Communication: People experienced delays in test results, unclear appointment letters and GP-hospital coordination issues.
    • Facilities: Pharmacy waits (up to 2 hours), uncomfortable seating, need for clearer signage.
    • Discharge: Some rushed discharges; calls for staff training on addiction recovery and hidden disabilities

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General details

Local Healthwatch
Healthwatch Halton
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Building, Decor and Facilities, including health and safety
Caring, kindness, respect and dignity
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Discharge
Parking and transport
Waiting for appointments or treatment; waiting lists for treatment
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Engagement event
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Hospital services- not stated

Details of people who shared their views

Number of people who shared their views
59
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