Enter and view: Ear Nose and Throat Department

Healthwatch Derbyshire undertook an Enter and View visit to the Ear, Nose and Throat (ENT) Department at Chesterfield Royal Hospital NHS Foundation Trust on 21 April 2026. They spoke to 54 people, including patients and carers, and found a mixture of positive and negative experiences. Many people were satisfied with the care they received and praised staff for being calm, reassuring and professional. Most people were satisfied with the time they had waited for their appointment, and the clinical environment was observed to be clean, welcoming and well maintained.

However, a number of concerns were identified. People reported difficulties finding parking, including Blue Badge spaces, and some found it hard to locate the ENT department from the hospital entrance. Several people felt the waiting area was too small when busy, that facilities for children were limited, and that the reception desk was difficult to find. Long waits for appointments remained a concern for some patients, with a number reporting delays of many months and frustration about communication while waiting.

Communication was a significant theme throughout the report. Some people said they struggled to contact the medical secretarial team, reported unanswered voicemail messages and experienced delays when trying to rearrange appointments or seek updates. Healthwatch also found that the department's website and appointment letters could be clearer and more accessible, with volunteers identifying problems with navigation, signage information, accessibility features and the use of complex language.

Healthwatch Derbyshire made 35 recommendations covering communication, appointment information, signage, parking, accessibility and the waiting environment. These included providing clearer information about waiting times, improving internal and external signage, reviewing website accessibility, making reception easier to identify, improving communication channels with patients and increasing awareness of facilities such as toilets, water fountains and transport links. The Trust accepted or was reviewing most recommendations and reported that some improvements, including better signage and changes to the waiting area layout, had already been implemented.