Service user feedback on access to hospitals within Lancashire: Reports for East Lancashire Hospitals NHS Trust

The report presents findings from a Healthwatch Lancashire survey carried out between February and May 2016, which explored how patients and visitors access hospitals across Lancashire, including several sites within East Lancashire Hospitals NHS Trust. The study gathered feedback from 1,596 people through face-to-face engagement, focusing on transport, convenience, cost, and the clarity of information provided about hospital appointments. 

Overall, most respondents travelled to hospital by car (around two-thirds), and a large majority used hospital car parks. However, only about two-thirds of these users found parking spaces quickly and easily, indicating ongoing difficulties with parking availability. Public transport was generally considered convenient by most users, and only a small proportion of respondents expressed concern about travel costs. 

The majority of patients reported relatively short journey times, with over three-quarters reaching hospital within 30 minutes. Many people attended with someone else, and most allowed extra time to ensure they arrived early. While most respondents received appointment letters, fewer received reminders, and over one-third felt that the information provided did not clearly support journey planning. 

A notable minority of respondents reported being late for appointments due to travel-related issues, most commonly traffic, roadworks, and lack of parking spaces. A smaller proportion had missed appointments entirely, often due to personal factors, illness, or ongoing problems with transport. Despite these challenges, very few people reported concerns about their journey home. 

Findings from individual hospitals within East Lancashire Hospitals NHS Trust highlighted similar themes. Car travel was the dominant mode of transport across all sites, and parking difficulties—particularly limited availability and insufficient disabled spaces—were frequently reported. Traffic congestion, especially at peak times at Royal Blackburn Hospital, caused delays and distress for patients. Some respondents also described problems with patient transport services, including long waiting times. 

Feedback also identified issues with appointment communication, such as unclear or inaccurate information, lack of reminders, and insufficient directions to hospital locations. In some cases, patients struggled to find departments or even the correct hospital due to poor signage or incorrect details. 

Overall, the report concludes that while many patients can access hospital services without major difficulty, there are recurring issues with parking capacity, traffic congestion, and the quality of information provided to patients. These factors can lead to delays, missed appointments, and added stress, indicating areas where improvements in transport planning, infrastructure, and communication could enhance patient experience.