Royal Lancaster Infirmary Accident & Emergency Department Patient Engagement Day

This report by Healthwatch Lancashire summarises findings from two Patient Engagement Day visits to the Accident and Emergency (A&E) department at the Royal Lancaster Infirmary in December 2016. The purpose of the visits was to gather patients’ views on accessibility, quality of care, and the appropriateness of A&E use during the winter period. Feedback was collected from 27 patients and their relatives through surveys and direct conversations, alongside staff observations of the department. 

Overall, the A&E department was observed to be clean, well organised, and welcoming, with clear information available for patients about waiting times and what to expect. Staff interactions with patients were described as professional and friendly, particularly in their approach to children. The department appeared relatively quiet during the visits, although the minor injuries section was busier. 

Most patients attending A&E lived locally (primarily in Lancaster and Morecambe) and typically arrived by car or by getting a lift. Over half of the respondents had not contacted any healthcare professional before attending A&E, while others had consulted a GP, NHS 111, or other services. Among those who did seek advice beforehand, most were told to attend A&E, although a small proportion were not. 

Patients gave a range of reasons for attending A&E, including injuries, falls, concerns about symptoms, or advice from healthcare professionals or workplaces. Some cases suggested potentially appropriate use of emergency services, while others indicated that patients may have attended due to uncertainty, lack of confidence in other advice, or perceived urgency. 

Satisfaction with the service was very high, with all respondents who answered the question stating they were happy with the care received so far. Comments highlighted positive experiences with staff kindness, timely treatment (particularly for children), and overall quality of care, although some patients noted waiting times of around two hours or minor delays at reception. 

The report concludes that while patient satisfaction was excellent, there is evidence that some A&E attendances may have been avoidable. The provider’s response acknowledged the findings as accurate and highlighted the need for further public education to ensure appropriate use of emergency services. The trust welcomed the feedback and viewed the engagement exercise as valuable in confirming the delivery of high-quality care.