Healthwatch Blackpool and Healthwatch Lancashire highlight the voice of A&E service users

Healthwatch Lancashire and Healthwatch Blackpool have published a new report that brings together feedback and findings from six individual reports as part of its Patient Engagement Day programme of work in A&E departments across Lancashire and Blackpool.


The aim of this programme was to investigate patient’s views and experiences of using A&E departments in Lancashire and Blackpool, particularly in relation to which A&E they chose to visit, how they travelled to A&E, if patients had taken advice before deciding to attend A&E and if they were happy with the service they had received.

In total, 153 people in A&E waiting rooms shared their experiences with us. Below is a list of the hospitals we visited:

  • Blackpool Victoria Hospital
  • Royal Lancaster Infirmary
  • Royal Blackburn Teaching Hospital
  • Ormskirk and District General Hospital
  • Chorley and South Ribble Hospital
  • Royal Preston Hospital

Findings within the report show that 45% of patients had not gained medical advice prior to attending A&E, whilst 55% of patients had been in contact with or accessed medical advice through services such as their GP, NHS 111, ambulance service, walk-in centre, attending a follow up appointment or on an NHS website.

Of the patients who commented that they had gained medical advice prior to attending A&E, 97% had been advised to attend.

95% of patients said they were happy with the service they had received so far. 5% said they were not happy, with the majority discussing waiting times as an issue.

Sheralee Turner-Birchall, Chief Executive at Healthwatch Lancashire and Healthwatch Blackpool, said: “Healthwatch Lancashire and Healthwatch Blackpool are here to make sure all people in our communities are listened to and this project gives a voice to those using A&E services across Lancashire.

“This report identifies areas where A&E departments, or access to these services, can be improved based on the views of those who are using them.

“The public’s voice will enable us to challenge providers about A&E departments off the back of the significant intelligence about what works and what needs to be improved.”

The full report, ‘Your Voice: A&E Departments in Lancashire’ can be read and downloaded online at: