A&E Watch Countess of Chester Hospital
Download (PDF 1.32 MB)Summary of report content
Healthwatch Cheshire East and Healthwatch Cheshire West and Chester collaborated to undertake research on how people’s experiences of A&E at the Countess of Chester Hospital have changed from the previous year. A total of 95 people completed a survey over three days: 21 November 2024, 23 November 2024, and 25 November 2024.
Nearly three-quarters of people had spoken to someone else before attending A&E, up by 11% from the previous year. Most people had been advised to attend by 111, their GP Practice or 999. Over half of respondents had spoken to someone for advice or treatment the same day or the day before attending A&E. More people had assumed that A&E was the best place to be treated than the previous year. Just under 40% of the respondents had come by ambulance or paramedic, a higher proportion than the previous year. Just over a third of people were brought to A&E by a friend or relative, down by 22% from the prior year.
Of those who arrived by ambulance, 30% were waiting more than three hours for it to arrive, a higher proportion than the previous year. Almost half of respondents had been to A&E before in the last 12 months, with a quarter having been four times or more.
Similar to the previous year, almost three-quarters of respondents thought the service they received in A&E was good or excellent. Positive themes included the staff's service and the speed of being seen by triage. Negative themes included long wait times, general facilities, staff communication, and corridor care.
Healthwatch Cheshire East and Healthwatch Cheshire West and Chester also reported on their observations, specifically that the A&E department appeared to be busier, with longer wait times for beds. While most people praised the staff, attributing negative experiences to system difficulties rather than the staff themselves, there seemed to be lower expectations of those visiting A&E. Interestingly, some people who had been waiting overnight, for up to 17 hours on chairs with limited information provided, still gave positive scores and comments.
The report included several recommendations and was shared with the Countess of Chester Hospital NHS Foundation Trust, Cheshire East Health and Care Partnership Board, North West Ambulance Service, Cheshire West and Chester Health and Wellbeing Board, Cheshire East Council Scrutiny Committee, Chair of the Health and Wellbeing Board, and Healthwatch England.