Clatterbridge Cancer Centre Liverpool Sites April 2019 Listening Event
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Healthwatch Liverpool and Healthwatch Wirral held a listening event at The Clatterbridge Centre in April 2019, gathering feedback from 73 patients and visitors across inpatient wards and outpatient services. Overall, feedback was exceptionally positive, with 97% of respondents rating the hospital 4 or 5 out of 5 and an average score of 4.87 out of 5. Patients consistently praised staff, describing them as caring, supportive, professional and compassionate. Many also commented favourably on the calm environment, quality of care and accessibility of the site.
The strongest positive theme was the attitude of staff, with many patients saying they felt understood, reassured and involved in discussions about their treatment. Most respondents felt staff had enough time to care for them and reported being kept informed about decisions affecting their care. Patients also valued the hospital environment and the specialist expertise available, with several describing the care they received as excellent.
The main concerns related to parking, waiting times for outpatient appointments, food and communication. Some patients reported difficulties finding parking spaces and felt waiting times in outpatient clinics could be lengthy. A smaller number raised concerns about appointment scheduling, communication about treatment side effects and confusion around appointment dates and times. Although most people felt involved in treatment decisions, a few reported inconsistent communication between professionals.
Awareness of the new Clatterbridge hospital being developed in Liverpool was generally high, and many welcomed the prospect of easier access for Liverpool residents. However, some Wirral patients were concerned that services should remain available on the Wirral site and worried about travel and parking at the new city-centre location. Overall, Healthwatch concluded that The Clatterbridge Centre was highly regarded by patients and visitors, with staff, care quality and the hospital environment identified as major strengths.