CQC National Urgent and Emergency Care Survey 2020 – your chance to tell us about your care
East Lancashire Hospitals NHS Trust will soon be carrying out a survey to find out what patients think about the care they received when they attended one of our Urgent Care Centres or Emergency Department. This survey is part of the NHS National Patient Survey Programme.
The Trust plans to use this feedback to improve patients’ experiences, and highlight areas where they perform well and to identify areas where they need to improve.
If you attend one of our Urgent Care Centres at either Royal Blackburn Teaching Hospital or Burnley General Teaching Hospital, during August / September 2020, or the Emergency Department at Royal Blackburn Teaching Hospital during September 2020 you may receive a questionnaire asking about your experiences. The survey will ask you about various aspects of your care, including the quality of care and treatment, the discharge process, communication with staff, information, environment and facilities.
Obtaining feedback from patients and taking account of their views is really important for bringing about improvements in the quality of care. Results from the survey will help us to identify areas where there is room for improvement and we work with our staff to use the feedback to help improve patient’s experiences at the Trust.
People’s responses are confidential and the results of the survey will be presented in a form that does not allow any individual’s answers to be identified. The results will be published in summer/autumn 2021.
At East Lancashire Hospitals NHS Trust we are committed to delivering high quality and efficient services which provide patients, their family and carers with the best possible experience.
Our overarching aim is to ensure that patients, their families and carers receive an experience that not only meets but exceeds their expectations of services at the Trust.
To read more our commitment, please download a copy of the Patient, Carer and Family Experience Strategy 2018-2021 or click on the image below to view.
Click here to download easy read version
Listening to and learning from your feedback helps us do this. If you've used one of our services recently we would like to know what you think. Please use one of the methods’ below to give us your views.
Leave a compliment
It is always encouraging for our staff to receive recognition for the vital work that they undertake 24 hours a day 7 days a week.
Receiving heartfelt comments from members of the public who have appreciated the service that they received helps our staff to know that they are doing a worthwhile job.
If you would like to send a letter of thanks to our staff, please send it to: The Patient Experience Team, Park View Offices, Royal Blackburn Teaching Hospital, Haslingden Road, Blackburn BB2 3HH .
Alternatively, you can use this form to leave a compliment.
Share your story
Patient stories are an invaluable way of helping us to understand how the services we deliver impact on you, by putting our staff “in your shoes”.
Research shows that patient stories bring experiences to life and encourage the NHS to focus on the patient as a person rather than a condition or an outcome. By gathering patient and carer narratives we can discover what really matters to them and see first-hand the impact of our actions.
If you would like to share your story then contact a member of the Patient Experience Team on 01254 734471 and we will arrange to meet with you.
Click here to download the Continuing Compassionate Care publication which presents a collection of patient stories – honest, personal accounts of our patients’ experiences and the impact of the kindness and compassion of our staff.
National patient surveys
The NHS National Patient Survey Programme is part of the government’s commitment to ensuring patient feedback informs the continued development and improvement of services. All NHS Trusts in England are legally obliged to participate in the National Survey Programme and carry out surveys of patients’ views on their healthcare experience.
The National Inpatient Survey is carried out annually and patients admitted to hospital during July may be selected to take part. Taking part is voluntary and all answers are confidential. If you are selected to take part, your contact details will be used by researchers who are carrying out the survey on our behalf.
For further information about the National Patient Survey Programme please contact the Patient Experience Team on telephone number: 01254 733716 or via email at firstname.lastname@example.org
To view the latest national results for this Trust please click here.
Healthwatch is the public voice on health and social care in Lancashire. Their role is to listen to patients and members of the public and use this information to influence change within the health and social care system.
You can help to improve services by sharing your stories and recent experiences in any hospitals, GP surgeries, dentists, pharmacies, ambulance services or care homes in Lancashire.
It is their role to ensure the views of the people in Lancashire are heard when health and social care services are being planned and provided, and also to signpost residents to information and advice services.
Healthwatch Lancashire is an independent body; they strive to be a powerful public voice to influence, change and improve the quality of local health and social care services.
Find out more by visiting www.healthwatchlancashire.co.uk or call 0300 303 8811.
Healthwatch Blackburn with Darwen
Healthwatch gives people a powerful voice locally and nationally. At a local level, Healthwatch BwD helps local people get the best out of their local health and social care services. Whether it's improving them today, or helping to shape them for tomorrow, Healthwatch BwD is all about local voices being able to influence the delivery and design of local services.
Find out more by visiting https://www.healthwatchblackburnwithdarwen.co.uk/
or Email: email@example.com or call 01254 292686
Public Participation Panel (PPP)
At East Lancashire Hospitals NHS Trust (ELHT) we value the opinions of our service users, so it is essential that we take every opportunity to listen to them and understand their perspective. We believe that involving and co-producing service developments with patients and the public will help us to continuously improve the care, experience, and services we provide.
Our Public Participation Panel (PPP) is comprised of patients, carers and members of the public who work with the Trust to ensure that the views and experiences of patients and carers continue to reflect the needs and perspectives of service users.
The Panel was established in February 2019 and meetings are held on the last Tuesday of every month at 2.30pm till 4pm at the Royal Blackburn Teaching Hospital.
As a member of the PPP you will:
- Work with the Trust to ensure that patients and the public are involved in shaping services to meet the needs of individuals and the local community.
- Offer feedback on the patient perspective, working with staff using a co-design approach to ensure that the patient voice is embedded within improvement projects.
- Help build better working relationships and networks between the Trust, local communities and individuals.
- Positively influence change and actively engage with people in helping to develop services, meet standards and provide information.
- Review patient information to ensure it is as user friendly as possible.
- Take part in the inspection of services in conjunction with staff, for example; Quality Walk-rounds, CQC style mini inspections and the Patient-Led Assessment of the Care Environment (PLACE) - providing an opportunity to visit wards and departments, meet with staff and engage with patients.
Some projects that our PPP members have taken part in include:
- Working with the Trust and Healthwatch to support a project to understand why young Type 1 Diabetic patients fail to attend appointments when in transition to adult services.
- Transition Safely Project – a multidisciplinary and multi-organisational improvement activity looking at safe transition from ward to destination.
- Development of a Carers Charter.
- Patient Access and Experience Forum.
- Development of the new Emergency Care Village due to open Winter 2020.
Sarah Johns, Project Manager at Healthwatch Blackburn with Darwen, is working with the Patient Experience Team to support the PPP. “Healthwatch is really excited about the development and ongoing work of the PPP and is keen to work with their members to ensure that the patients’ voice is at the heart of shaping ELHT’s services.”
Ian Woolley MBE, former Chair of Blackburn, Hyndburn and Ribble Valley Trust has been elected Chair of the panel. Ian says: “I am delighted to be back helping the Trust improve patient care and, in particular, to pursue its ambition to achieve an ‘outstanding’ CQC rating.
The PPP has been given a great opportunity and we need to make full use of that opportunity and do everything we can to help improve patient care”.
Interested in becoming a member?
- Are you committed to helping local people have a voice with a genuine desire to improve the quality of ELHT Services?
- Do you have excellent interpersonal and communications skills and are able to work as part of a team?
- Can you demonstrate impartiality and non-bias and work in a non-judgemental way, treating everyone with respect and dignity?
- Are you able to actively and honestly participate in the PPP process with the time to commit to monthly meetings and other PPP activities?
If you would like further information about our PPP and/or interested in becoming a member please contact the Patient Experience Team:
Telephone: 01254 734087 / 01254 734471
What people are saying about us
People can share their experiences of the care we provide by completing the Friends and Family Test. You can find out more information below.
Friends and Family Test
Ways to contact us
Telephone: 01254 733716
Park View Offices
Royal Blackburn Teaching Hospital
To leave a compliment complete our online form.
If you would like to share your experience in confidence with an independent organisation, you can contact Healthwatch BwD on 01254 504985 or firstname.lastname@example.org. you can also post a 'review' of our service on the NHS website and search by the name of the Hospital or Health Centre your comment is regarding.
Some compliments we have received:
CT Department RBTH - "Very good. I was very nervous due to self isolating the past few weeks and was worried about communication as I am very deaf and lip reading is impossible with mask. However, I felt safe in the hospital and could not have been treated better during my scan."
Gynaecology BGTH - "Amazing staff and kept me feeling safe and secure with what I had to go through. Helped me all the way and always checked I was ok. The same nurses stayed with me through all the times I came into hospital and made sure I knew and understood everything that was going on. Amazing service and amazing staff. I want to say a major thanks to Andrea as she was incredible and I couldnt have done it without her support the whole way."
Integrated Musculoskeletal, Pain and Rheumatology Service at St Peters Centre - "Excellent service. Very professional. Good advice. Helpful handouts re exercises given. Gave me confidence, emotional, physical and mental to succeed through a long journey. Thanks so much."
Emergency Department RBTH - "I was seen quickly and professionally. All the doctors and nurses were very knowledgable and respectful. I arrived for a non-Coronavirus related issue and felt the hospital was being managed very well. Hats off to everyone to helped me and the wider team during this difficult period!"
Radiology Dept Barbara Castle Way - "Nothing could have been done better....the NHS are smashing it. How lucky we are!"