Patient Engagement Day at Pendle Community Hospital

The report summarises feedback gathered by Healthwatch Lancashire from 37 patients and relatives at Pendle Community Hospital on 19 January 2016, with the aim of understanding their experiences and informing service improvement. 

Overall, respondents rated their experience very positively, with an average score of 4.7 out of 5. High ratings were given for care and compassion, quality of service, medical treatment and cleanliness (all around 4.8), indicating strong satisfaction with staff and clinical care. Slightly lower scores were recorded for the building and environment (4.4), ease of getting an appointment (4.3), and especially food (3.9), suggesting some areas for improvement. 

Feedback highlighted that most patients felt staff were friendly, helpful and caring, and many praised the standard of care received across wards and outpatient services. Patients also reported good communication and supportive treatment, and some noted fast service and short waiting times. 

However, several concerns were raised. These included issues with staffing levels, inconsistent communication between clinicians, and occasional negative staff behaviours, particularly on night shifts. Some patients reported confusion about treatment decisions or ward placement. Practical concerns were also identified, such as difficulties with parking, long travel or transport times, and challenges navigating the building, especially for people with mobility problems. 

Environmental issues were mentioned, with some describing the building as “drab,” corridors as long, and certain areas such as lifts and toilets as unpleasant. Food quality was criticised as bland or unappealing. There were also mixed experiences with appointment booking systems and unclear appointment letters.

The Trust responded positively to the findings, acknowledging both strengths and areas for improvement. It outlined actions such as ongoing building maintenance and cleaning audits, improvements to food and nutrition planning, clearer appointment communications, and active recruitment efforts to address staffing shortages. The Trust emphasised its commitment to learning from feedback and improving patient experience. 

In summary, the report shows that Pendle Community Hospital provides a largely high-quality and caring service, but highlights opportunities to improve facilities, communication, staffing, and aspects of the patient experience such as food and access.