Chorley and South Ribble Hospital Patient Engagement Day

Healthwatch Lancashire conducted a patient engagement day on 27 January 2016 at Chorley and South Ribble Hospital to gather feedback from patients and their relatives about their experiences of hospital services. The report presents findings from 99 respondents across 16 departments, using surveys that asked participants to rate different aspects of care and provide comments. 

Overall, patients and relatives rated their experience positively, with an average score of 4.2 out of 5. Care and compassion from staff and medical treatment received were rated particularly highly at 4.8 out of 5, while cleanliness, information provided, and quality of service also scored well. However, waiting times (3.3 out of 5) and food (3.7 out of 5) received comparatively lower ratings. 

Feedback highlighted that staff were widely perceived as caring, professional, and supportive, with many patients praising the quality of treatment and interpersonal interactions. Departments such as the Orthopaedic and Fracture Clinic and ENT Suite received especially positive comments about staff and care. 

Despite generally positive experiences, several recurring concerns were identified. Long waiting times were frequently reported across multiple departments, sometimes lasting several hours. Parking was also a significant issue, with patients describing difficulty finding spaces, high costs, and accessibility challenges. Access to appointments and delays or inflexibility in scheduling were additional concerns.

Some patients also reported environmental and facilities-related issues, including crowded or uncomfortable waiting areas, limited seating, and difficulties for wheelchair users navigating paths and entrances. Catering services received criticism in some cases, particularly regarding food quality and temperature. 

In response, Lancashire Teaching Hospitals NHS Foundation Trust acknowledged both the positive feedback about staff and the concerns raised. The Trust stated that it would review the findings and take action to improve areas such as waiting times, parking, appointments, and catering, while recognising the challenges posed by rising patient demand and limited resources.