The Walton Centre Listening Event

Healthwatch Liverpool held a listening event at The Walton Centre on 17 October 2019, gathering feedback from 27 patients and visitors across inpatient wards. Overall, feedback was extremely positive, with every respondent rating the service 4 or 5 out of 5 and an average score of 4.79 out of 5. Patients consistently praised the expertise, compassion and professionalism of staff, describing the hospital as welcoming, supportive and exceptionally clean. 

Many respondents highlighted the caring atmosphere and personalised support they received. Staff at all levels, from consultants to housekeeping staff, were praised for their kindness and willingness to go beyond expected duties. Patients also spoke positively about the quality of care, cleanliness, food and the way staff accommodated individual needs and preferences. Most respondents felt involved in decisions about their treatment and reported feeling safe and well supported during their stay. 

The main concerns related to staffing pressures, communication and delays in medication. Some patients felt staff, particularly at night, were stretched and unable to spend as much time with patients as they would like. A number of respondents reported delays receiving medication or obtaining discharge prescriptions, which in some cases delayed discharge from hospital. A small number also felt communication about treatment plans and future care could be more consistent and timely. Noise levels on wards were another issue occasionally raised. 

Healthwatch concluded that The Walton Centre provides highly regarded specialist care and an exceptionally positive patient experience. The report's main recommendation was to address delays relating to medication administration and discharge prescriptions, while continuing to support staff and maintain the high standards of care, communication and cleanliness that patients valued so highly.