Chorley and South Ribble Hospital Urgent Care and Accident & Emergency Department. Patient Engagement Day
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The report presents findings from Healthwatch Lancashire’s Patient Engagement Days at Chorley and South Ribble Hospital’s Urgent Care and Accident and Emergency (A&E) departments, conducted in February and March 2017. The aim was to gather patient feedback on accessibility, quality of care, and overall experience, based on conversations with 31 patients and relatives and on-site observations.
Overall, the department was observed to be clean, modern, calm, and well organised, with friendly and professional staff. Patients were generally seen promptly, particularly during quieter periods, although the evening session was busier. However, waiting times were not displayed, and staff noted that the system involving both urgent care and A&E services could cause confusion for patients due to multiple triage processes.
Most patients attending the department lived locally, particularly in Leyland and Chorley, and the majority arrived by car or with a lift. Over half of the patients had not sought advice before attending, while others had contacted NHS 111 or their GP, and all who did seek advice were directed to attend the service.
Patient satisfaction was very high, with 97% reporting they were happy with the service they received. Positive feedback highlighted the friendliness of staff, shorter waiting times compared to other hospitals, and a generally positive environment. Negative feedback focused mainly on confusion caused by being triaged more than once, occasional waiting times, and some concerns about accessibility and internal processes.
A detailed patient case study illustrated some of these issues, particularly confusion around triage, unclear communication, and inconsistencies in treatment, which led the patient to seek further care elsewhere.
In response to the findings, the provider acknowledged the issues raised and reported actions such as improving the display of waiting times and introducing a single, clinically led triage system. They also noted that clearer signage had been implemented to help patients better understand the process.