Aintree University Hospital Listening Event

Healthwatch Liverpool held a listening event at Aintree University Hospital in July 2018, gathering feedback from 61 patients and visitors across inpatient wards, outpatient departments and the discharge lounge. Overall, feedback was very positive, with 88% of respondents giving the hospital a rating of 4 or 5 out of 5. Patients frequently praised staff for being caring, friendly, helpful and professional, and many spoke positively about the quality of treatment and information provided. 

The strongest positive theme was staff attitude and the quality of care. Patients described staff as attentive and supportive, and many felt well informed about their treatment. Food, cleanliness and the general environment also received positive feedback. Most people felt the hospital was accessible and easy to get around, although some highlighted difficulties relating to parking and distance from car parks to hospital entrances.

The main concerns related to staffing pressures, discharge planning and communication. Around 40% of respondents felt staff did not have enough time to spend with patients, particularly at night. More than half did not know who the nurse in charge of their care was, and almost half had not been given an estimated discharge date. Some patients also expressed frustration about delays obtaining discharge medication from the pharmacy and concerns about being moved between wards overnight without sufficient explanation. 

Healthwatch concluded that Aintree Hospital provides a high standard of care and is highly valued by patients. Recommendations focused on supporting staff wellbeing, improving communication about treatment and discharge plans, ensuring patients know who is responsible for their care, explaining ward moves more clearly and continuing to use patient feedback to guide service improvements.