Alder Hey Hospital A&E Listening Event

Healthwatch Liverpool carried out a listening event in the A&E department at Alder Hey Children’s Hospital in August 2023, speaking to 37 families. Overall, feedback was overwhelmingly positive, with an average rating of 4.45 out of 5 stars and 90% of families rating the service 4 stars or higher. Families praised the speed of triage, with almost all reporting they were assessed within an hour and most within 15 minutes. Staff were consistently described as friendly, respectful and supportive, and all children spoken to said they felt safe while in the department. 

Families were particularly positive about the environment and recent improvements to facilities. The waiting area was described as clean and welcoming, with toys, calming music, refreshments, nappies, baby formula and device charging points available. Parents appreciated staff communication with children and several commented that their experiences had been better than on previous visits. Most people attending had been directed to A&E by another NHS service, particularly GPs, walk-in centres or NHS 111. 

The main areas for improvement related to communication and waiting times. Some families felt they were not always kept informed about expected waits or next steps in treatment. A small number felt that parents’ own knowledge of their child’s condition was not always given sufficient weight in clinical discussions. Other suggestions included better cleaning and replacement of toys, clearer signage for toilet facilities, more activities to occupy children during waits and access to hot drinks in the waiting area.

Healthwatch concluded that Alder Hey A&E delivers a highly regarded service with excellent triage performance, positive staff interactions and a child-friendly environment. Recommendations focused on improving communication around waiting times and treatment plans, ensuring parents feel listened to as partners in care, maintaining the waiting-area environment and continuing to build on the improvements already introduced in response to previous patient feedback.