Experience Report Aintree University Hospital NHS Foundation Trust - April to September 2013

Healthwatch Sefton analysed 116 patient experience forms covering 31 different aspects of care at Aintree University Hospital NHS Foundation Trust. Feedback was collected through community engagement events, patient experience stands, correspondence, advocacy services and community organisations.

Overall, patients reported many positive experiences, particularly regarding the quality of treatment, the attitude of staff, and, in some areas, waiting times. Services receiving particularly favourable comments included Eye Health, Audiology, Endoscopy, Day Surgery, X-ray and several outpatient clinics. Patients frequently described staff as caring, friendly, professional and supportive.

However, the report also identified several recurring concerns. The most significant issue was the appointment booking system, with patients reporting frequent appointment cancellations, rescheduling, difficulties contacting departments by telephone and lengthy waits for appointments and investigations. Audiology services attracted repeated complaints because patients, particularly older people with hearing impairments, struggled to get through on the telephone booking line. Some patients reported that long waits or repeated cancellations affected their care and wellbeing. 

Another major theme was accessibility and communication. Patients reported that appointment letters often lacked clear directions and maps, creating difficulties for people unfamiliar with the hospital site or those with visual impairments. Concerns were also raised about signage within the hospital, including difficulties locating Ward 33 (the Stroke Unit). Issues affecting disabled patients included poor access arrangements, inadequate information and difficulty navigating services. 

The report highlighted concerns about car parking, with patients describing shortages of spaces, full drop-off points and difficulties accessing appointments on time. Accessibility problems extended to some facilities, including concerns that parts of the hospital café were not suitable for wheelchair users.

Feedback on staff attitudes was mixed. While many patients praised staff for their kindness and professionalism, others reported poor communication, abrupt behaviour, lack of respect and concerns about dignity and privacy. Some ward-based experiences suggested weaknesses in communication, food provision and the overall patient experience. 

Healthwatch Sefton also raised concerns about the Phlebotomy Service, particularly around staffing levels, lone working and safety. Following an investigation, the Trust provided assurances regarding risk assessments, lone-working arrangements and staff safety procedures.

In response, Aintree University Hospital acknowledged the concerns identified in the report, apologised where standards had fallen short and committed to improvement. The Trust recognised that appointment booking, appointment cancellations and waiting times were major areas of concern. It agreed to work with Healthwatch Sefton and local Clinical Commissioning Groups to improve these services. 

The Trust also outlined several actions, including improving appointment letters by making them clearer and adding maps, reviewing access information, addressing audiology communication issues, improving signage, supporting deaf-awareness initiatives and strengthening patient experience work through new leadership roles. 

Healthwatch Sefton concluded that while patients generally valued the quality of care and professionalism of staff, improvements were needed in appointment management, accessibility, communication, parking, patient information and support for people with disabilities. The organisation committed to monitoring progress and working with the Trust and commissioners to address these issues.