What’s it like being in a hospital waiting room? People’s views: Queen Elizabeth Hospital Birmingham

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Summary of report content

Healthwatch Birmingham undertook research about the quality of service in waiting rooms in Birmingham Hospitals following feedback from the public. This report presents the results for the Queen Elizabeth Hospital The research was based on feedback directly from patients who were in hospital waiting rooms, an online questionnaire, in-depth interviews and focus groups with other third-sector organisations to collect the experiences of people who have a visual and/or hearing impairment. They spoke to 110 people about their experiences at this hospital.

People told Healthwatch Birmingham that they were experiencing vast differences across waiting areas in this hospital. But there were common themes of waiting times, access to refreshments, signage, and patients being fully informed and catered for when they are waiting, in particular those who have particular needs due to visual or hearing impairment, or mobility issues.

The report contains 13 recommendations designed to address the issues uncovered by this research.  It also contains a response from the provider outlining the changes it intends to make as a result.

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General details

Local Healthwatch
Healthwatch Birmingham
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Report
Key themes
Access to services
Booking appointments
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Building, Decor and Facilities, including health and safety
Health inequality
Written information, guidance and publicity
Accessibility and reasonable adjustments
Caring, kindness, respect and dignity
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Focus group
Survey
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
General outpatients and hospital-based consultants
Oncology and cancer care
Ear, nose and throat, audiology and maxillofacial services
Other
Obstetrics & Gynaecology
Ophthalmology
Emergency department (inc A&E)
Name of service provider
Sandwell and West Birmingham Hospitals (S&WB) NHS Trust

Details of people who shared their views

Number of people who shared their views
110
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?
Not known
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