What matters to people using A&E

Download (PDF 3.75 MB)

Summary of report content

Healthwatch England undertook further research into the impact of new waiting time targets.  This research is based on the experience of 6,330 people.

The overwhelming message is that time alone doesn’t dictate how people feel about their experience of A&E. Overall patient experience is also shaped by:

  • The quality of clinical care that they receive
  • The quality and frequency of the communication
  • The attitude of staff and whether they have time to offer empathetic care
  • Whether the A&E is working well with other services such as NHS 111 and GPs
  • The quality of the A&E facilities themselves.

The report contains a number of recommendations to improve the waiting experience at A&E.

Would you like to look at:

General details

Local Healthwatch
Healthwatch England
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Building, Decor and Facilities, including health and safety
Communication with patients; treatment explanation; verbal advice
Written information, guidance and publicity
Integration of services and communication between professionals
Caring, kindness, respect and dignity
Service organisation, delivery, change and closure
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
Yes
Primary research method used
Interviews
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Emergency department (inc A&E)
NHS 111

Details of people who shared their views

Number of people who shared their views
6330
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
Yes
Did you find this attached report useful?
0
No votes have been submitted yet.