Accident and emergency: capturing experiences

This report summarises the findings of Healthwatch Wigan and Leigh's engagement with patients at the A&E department of Wigan’s Emergency Care Centre. The team aimed to explore why people attend A&E, their experiences during the visit, and areas for service improvement. The report reflects the views of 55 patients who were interviewed during visits to the A&E department over a three-month period from September to December 2024. Nine visits were conducted by three HW staff and seven trained Authorised Representative volunteers.

Key findings:

• Over 80% of attendees were directed to A&E by a healthcare professional.
• 70% felt there was no viable alternative to attending A&E.
• Patients consistently expressed frustration over unclear or absent waiting time updates.
• While many praised staff for being friendly and knowledgeable, staff were often too busy to be easily approached.
• Communication was inconsistent, with many patients unaware of what would happen next.
• The waiting environment was frequently described as cold, crowded, and lacking privacy.
• Food and drink provision was sporadic and poorly communicated.
• Parking access was also raised as a concern.

Recommendations/issues raised:
The report highlights the below areas of improvement:

• Improving communication around waiting times and patient progression.
• Increasing visibility and clarity of complaint procedures and points of contact.
• Enhancing consistency in the provision of food, drink, and medication updates.
• Providing clearer information about who is responsible for patient care during visits.

• Addressing environmental comfort and patient privacy in the waiting area.