Enter and view: Litherland Urgent Treatment Centre

Healthwatch Sefton carried out an unannounced Enter & View visit to Litherland Urgent Treatment Centre on 10 February 2026 as part of an assurance process to check whether recommendations made following earlier engagement work in 2024 had been implemented. The visit involved observations, discussions with staff, and conversations with patients in the waiting area. 

Overall, Healthwatch found that the vast majority of its previous recommendations had been completed and were improving the experience of people using the service. 

The visit found that communication with patients had improved. Staff were regularly present in the waiting area and always entered the waiting room to call patients for appointments. Electronic screens displayed waiting times and patient information, including guidance on communication support, feedback mechanisms, and available services. Patients were receiving information leaflets explaining their journey through the urgent treatment centre, and paper copies of the Friends and Family Test were readily available. Information explaining the triage process was also displayed on the television screens.

Healthwatch observed that waiting times were being managed effectively. The displayed waiting times were accurate, and patients were generally seen more quickly than the estimates shown on the screens. The service advised that waiting-time information is updated every two hours when required.

The review of staffing levels showed that the centre was fully staffed with no vacancies. Staff reported that some low-level conditions are treated during triage when appropriate, helping to improve patient flow. In addition, a pilot wound-care service had been introduced, allowing patients requiring wound dressings or stitch removal to receive treatment at the centre, supported by staff trained to Band 3 level. 

The environment was generally found to be clean and well maintained. The waiting area was clean throughout the visit, bins were emptied, and staff carried out checks during the day. A vending machine and water cooler were available for patients, although at the time of the visit the vending machine contained mainly snacks and appeared to be low on supplies. 

Two recommendations were only partially achieved. The children's area contained colouring materials and books, and children were observed using it, but there was no wall-mounted activity board. Although signage indicated that sensory toys were available, reception staff reported that the toys had been taken home by patients and were no longer in stock, although replacements could be ordered. 

Healthwatch also found that chairs in the waiting area had been reupholstered, but some still had tears and the original concern about exposed metal or plastic joining pieces between linked chairs had not been fully resolved. The Trust agreed to investigate purchasing protective coverings for these exposed sections. 

One recommendation was not accepted by the Trust. Healthwatch had recommended reviewing or removing the plastic screen at reception, but the Trust stated that it needed to remain in place for staff health and safety. Healthwatch did, however, suggest that posters attached to the screen should be removed to make the reception area feel more welcoming and accessible.