Report 16-17 the Walton Centre

The Walton Centre NHS Foundation Trust Outpatients Clinic Listening Event Report 2016

1 Contents

Contents ...... 2

Introduction ...... 3

Acknowledgements ...... 5

Methodology ...... 5

Summary of findings ...... 6

Questionnaire Results ...... 7

Equality & Diversity Data ...... 15

Conclusion ...... 18

Response from the trust...... 18

Healthwatch ...... 19

Appendix One—Feedback Form ...... 21

Appendix Two—Results ...... 24

Appendix Three—Report from Healthwatch Sefton (Satellite Site) ...... 27

2 Introduction

Contact Details: The Walton Centre Lower Ln, Liverpool L9 7LJ

Staff contact for visit: Jennifer Duffy Operational Services Manager

Date and time of visit: Friday 18th November 2016

Healthwatch Knowsley Representatives: Nicky Greening (Staff)

Healthwatch Liverpool Representatives: Inez Bootsgezel (Staff) Mark Simpkin (Volunteer) Victoria Bernards (Volunteer) Danielle Osei-Boateng (Volunteer) Kasia Carter (Staff)

Introduction On the 18th November 2016 Healthwatch Knowsley and Liverpool Enter & View Representatives visited The Walton Centre NHS Foundation Trust as part of a series of listening events being held across the Boroughs of Sefton, Knowsley and Liverpool. On the same day Healthwatch Sefton visited the Satellite clinic at Southport & Ormskirk NHS Trust (Appendix 3).

The aim of the listening event was to chat to service users, visitors and staff using a set questionnaire to find out what they liked about the services and what improvements they thought could be made. In addition the trust was approached to add in any specific questions that they would like to ask as part of the event. (See Appendix 1)

In the first instance the draft report was shared with Patient Experience/PALS lead for the NHS Foundation Trust for validation of facts. The response from the Patient Experience/PALS Lead is included in the final version of the report which will be published on the Healthwatch Knowsley (www.healthwatchknowsley.co.uk)

The Walton Centre –NHS Foundation Trust Note: The below information has been taken from The Walton Centre’s website. The Walton Centre is unique and is the only specialist hospital in the UK dedicated to providing comprehensive neurology, neurosurgery, spinal and pain management services.

Specialist staff offer a world-class servicein diagnosing and treating injuries and illnesses affecting the brain, spine and peripheral nerves and muscles, and in supporting patients suffering from a wide range of long term neurological conditions.

3 Introduction

Our specialist staff offers a world-class service in diagnosing and treating injuries and illnesses affecting the brain, spine andperipheral nerves and muscles, and in supporting patient suffering from a wide range of long-term neurological conditions. In September 2015, we were announced as NHS Vanguard which gives us national support to develop our neurology and spinal services further.

Our Neurosurgery Department is one of the biggest and busiest in the UK, performing around 3,000 elective surgical cases, 2,000 emergency surgical cases and 400 day case procedures each year.

Our Neurology Department operates network of almost 50 satellite clinics at hospital and GP practice sites around the region, bringing our services closer to the homes of the 3.5 million people in our catchment area.

We are the region’s specialist centre for spinal services, and also one of the largest in the country.

Our neuroradiology service is the most comprehensive in the UK, with four MRI scanners, including an open scanner for claustrophobic patients; two biplane intervention rooms and the most advanced CT scanner available.

Our Pain Management Programme is regarded as a model of best practice for helping patients with severe and chronic pain.

We host the Cheshire and Merseyside Rehabilitation Network, ensuring that patients receive rehabilitation services at the location and level of care most appropriate to their need; and we are one of only four hospitals in the country to provide hyper acute rehabilitation care.

We have a dedicated Neuroscience Research Centre which runs a range of research studies, linking with partners in industry, academia and the NHS.

Today around 1,300 staff work for The Walton Centre, and we treat more than 100,000 patients each year with conditions including:

 Head and spinal trauma injuries  Tumours of the central nervous system, both cranial and spinal  Neurovascular diseases  Epilepsy (including a full surgical programme)  Movement disorders (including the provision of a deep brain stimulation service)  Pain, with a particular focus on trigeminal neuralgia  Multiple sclerosis and motor neurone disease  Chronic neuropathic pain, facial pain, headache and migraine https://www.thewaltoncentre.nhs.uk/6/about-us.html (Accessed 30/11/2016)

4 Acknowledgements

Healthwatch Knowsley, Liverpool and Sefton would like to thank Jennifer Duffy in organising the visit to The Walton Centre. We would like to thank the staff, service users and visitors for welcoming us and taking part in the visit.

Methodology for the visit to The Walton Centre

Contact was made with Jennifer Duffy to request a meeting to discuss carrying out a listening event at The Walton Centre. A meeting was set up and a walk around of the facilities was organised to support the planning of the visit.

The visit took place at The Walton Centre on Friday 18th November 2016. Knowsley Representatives attended the morning session and Liverpool Representatives attended the afternoon session.

In total 29 service users were spoken to during the visit at The Walton Centre. A questionnaire was used covering 9 questions:

 What do you think is good about the Trust? (Comments can relate to either the main Walton Centre site or satellite clinic)

 What would you like to see improved at the Trust

 Is this your first visit to the Trust?

 If no, how long have you been using The Walton Centre services

 Do you feel you receive enough information from the Trust regarding your appointment or condition?

 If no, what other information would you have liked to receive?

 Do you feel staff treat you with Dignity and Respect?

 When you meet with staff members do they introduce themselves to you?

 Star rate The Walton Centre over all

We visited the Outpatients Department and the questionnaire was designed to gather service user, family, and visitor views and to feed this back to the provider The Walton Centre Foundation Trust (See Appendix 2)

5 Summary of findings

There were 29 questionnaires completed by service users and visitors.

The Outpatients Department was surveyed for the Listening Event.

 Positive Comments were mainly about the environment and staff.  Negative comments were received in relation to the waiting times, communication and parking.  A high percentage of patients felt staff treated them with dignity and respect  A high percentage of patients felt that the Walton Centre gave enough information on their condition  Comments were made by service users only  Over half the people surveyed gave the Walton Centre a five Star rating.

6 Questionnaire Results

In total there were 29 completed experience forms.

Q1) Are you the Service User, Visitor/Family or Staff?

As can be seen from the above graph the questionnaires were only completed by service users.

Q2) What area do you live?

Participants were asked for the first 3 digits of their postcode. The above graph illustrates which Borough participants lived. As can be seen the majority of participants lived in the Liverpool area followed by Warrington. Unfortunately 1 participant did not answer this question.

7 Questionnaire Results

Q3) Which ward or outpatient area is your feedback about?

As can be seen from the above graph 23 participants stated they were using the outpatients department. 2 patients were inpatients and the other 3 patients were from Mr Buxton Clinic, Pain Clinic, Physiotherapy, and visiting the specialist nurse.

Healthwatch Enter and View representation consisted of 1 Healthwatch Knowsley Enter and View Representative and five from Healthwatch Liverpool during the afternoon session. All Representatives are DBS (Disclosure & Baring Service) checked and have completed Adult Safeguarding training.

Completed Questionnaire responses: In total there were 29 completed questionnaires. To see all the feedback, please refer to Appendix 2.

8 Questionnaire Results 4) What do you think is good about the Walton Centre?

The main positive comments were in relation to the staff and service received followed by comments around the environment. One person commented on the good informative letters. Only one negative comment was received around the waiting time information. Below are some of the comments made:

 ‘Nice new clean building’  ‘Good hospital nice staff’.’  ‘Modern inside and outside appearance’  ‘Excellent service, do not have to wait for long’  ‘It’s brilliant, nice to come to, good for parking spaces, the environment, the staff are pleasant, polite, help me as much as they can when I’m stressed out’  ‘Informative in the letters, and they have a good scanning system’  ‘Staff are lovely, the service is brilliant. No complaints, no problems’  ‘It’s very good, amazing. People here know what they are doing. I received a wrong diagnosis in Cumbria, but insisted on getting a second opinion and the Walton Centre got it right immediately.’  ‘It's very good, professional’  ‘It's brilliant; all the staff are really friendly’  ‘Its good does the job for me it's an excellent place. World class very lucky in this area to have such good hospitals’  ‘Centre of excellent’  ‘Very professional and caring staff’  ‘Everything is good about trust waiting time information could be better’  ‘Nice environment, and nice staff’  ‘It's quite clear, there are plenty of buses, it's easy to get to. Staff and the food are brilliant.’  ‘Been here as an inpatient as well, was alright. Staff and that were ok.’  ‘I think it's outstanding in what it does’  ‘Everything’  ‘Very well run and they keep an eye on my medical problem’  ‘Everything, I've been coming here about 5 years can not fault it in any way at all.’  ‘Saved my life here I think this is a brilliant place here’  ‘Centre of excellent’  ‘Only been in here half an hour but everyone is friendly’  ‘The Care, everyone cares’

9 Questionnaire Results 5) What would you like to see improved about The Walton Centre?

The main comments received from patients stated that they didn’t think anything needed improving. This was followed by comments around waiting times needed to be improved. One person mentioned that the information board did not match the waiting times. Other comments were around lack of communication. Parking was the second area that received the most comments and suggestions were made for more parking, cheaper charges and more disabled parking bays.

Below are some of the comments made;

‘Nothing’

‘Waiting times’

‘The waiting time at appointments is long’

‘Waiting times, board does not match with waiting times’

‘Just once, there was a lack of communication, reception in Sid Watkins at that time did not tell the registrar that I’d arrive, by the time the registrar found out I could not have the full appointment, but they said they would speak to the reception staff to make sure it wouldn’t happen again’

‘One professor did not give me time to take things in before jumping on to other things when I was given my diagnosis. I was left with lots of questions’

‘The car park being expensive’

‘Car parking not enough spaces’

‘More disabled parking’

‘The parking charges are a bit high -£2 per day would be right’

10 Questionnaire Results

6a) Have you used The Walton Centre before?

6b) How long have you been using The Walton Centre services?

11 Questionnaire Results

7) Do you feel you received enough information from the trust regarding your appointment or condition?

8) Do you feel staff treat you with Dignity and Respect?

12 Questionnaire Results

9) When you meet with staff members do they introduce themselves to you?

10) Please rate the service at the Walton Centre:

13 Questionnaire Results

11) Further comments made:

Participants were given the option to make further comments on the questionnaire. Below are some of the comments made:

‘There’s not enough parking, it takes a long time to find a parking space’

‘Good having the train station close’

‘I had to come here to get my medication, because they don’t provide this medication in my area, you can’t always speak to the specialist nurse directly, but they will always get back to you’

‘ESA benefit expenses claim needs improving, in regards to the understanding of the proof of benefit in terms of accepting provide of re-issue of original proof of benefit as currently they don’t accept it, but everywhere else does’

‘People on the care side here have been marvellous’

‘Wish there were more like this closer to home’

‘Excellent Service’

‘The hospital is quite exceptional’

‘Brilliant’

‘Just the waiting and parking you have to pay in advance having to guess the time you need for an appointment’

‘Keep up the good work’

14 Equality & Diversity Data

Age range:

16-24 yrs= 2 25-49yrs=10 50-64yrs=3 65-79yrs=8 Did not say=5 1 =Young At Heart

Do you consider yourself to have a disability?

As can be seen from the graph 15 participants stated yes they considered themselves to have a disability with 11 stating no. Three participants did not answer this question.

Do you have a religion or belief?

15 of the participants stated yes they did have a religion or belief. Six participants did not answer this question with 8 stating they did not have a religion or belief.

15 Equality & Diversity Data

If yes, which religion or belief?

Christian=5 Roman Catholic=1 C of E =8 English Methodist= 1

As can be seen from the values shown above, 6 of the 29 participants either chose not to answer this question or stated it was not applicable.

What best describes your situation?

Full time work = 6 Retired = 8 Unemployed = 3

Unable to work = 4 Carer =1 Voluntary Worker = 1

No Comment = 5 Part-time work=1

How would you describe your race ethnicity?

British = 2 English = 2 Human = 1 White = 4

White British = 12 Black = 1 Not answered =7

16 Equality & Diversity Data

How would you describe your sexual orientation?

As can be seen from the above graph 21 of the 23 participants described themselves as heterosexual. 2 participants preferring not to say, 6 participants did not answer this question.

Which of the following describes how you think of yourself?

As can be seen above 14 participants described themselves as a woman, 9 described themselves as a man with 6 participants not answering this question.

Is your gender identity the same as you were given at birth?

As can be seen above 20 participants identified their gender the same as they were given at birth with 9 participants not answering this question.

17 Conclusion During the visit to The Walton Centre representatives were greeted by staff and made to feel welcome. Open access was given to the Outpatient Clinic.

Healthwatch Knowsley and Liverpool carried out the Listening visit to find out what patients, visitors and staff liked about The Trust and what suggestions they had for improvements. Patients who completed the questionnaire were overall very happy with the services provided at the Trust and over half gave it top marks with a rating of five out of five stars.

Negative experiences related to waiting time, communication and parking. Healthwatch Sefton, Liverpool and Knowsley would like to thank the trust for working in partnership in ensuring patient, family and visitors are heard and listened to.

Response from the trust

18 Healthwatch What is Healthwatch? Healthwatch is the independent consumer champion created to gather and represent the views of the public on Health and Adult Social Care. We play a part at both a local and national level to make sure that peoples experiences of Health and Adult Social Care are taken into account by both service providers and commissioners.

How do we make a difference?  We are part of, and answerable to the community  We improve local health and adult social care services through community feedback  We provide information about the care choices the community have  We talk and listen to people from every part of the community  We hold services to account for the care they provide

Why do we do it? Healthwatch has been developed to give the people a stronger voice in influencing and challenging how health and adult social care services are provided within our region.

What we are responsible for  Enabling people to share their views and concerns about health and adult social care services in Knowsley  Helping build a picture of where services are doing well and where they can be improved  Providing authoritative, evidence based feedback to organisations responsible for commissioning or delivering local health and adult social care services  Working with Clinical Commissioning Groups and social care providers amongst others to help make sure that services are designed to meet local people’s needs.

Our Values  Inclusive – we put communities first, working with children, young people and adults  Influential – we are responsive, setting the agenda and making change happen  Independent – we act on behalf of consumers, listening carefully then speaking loudly on their behalf  Credible – we value knowledge, seeking information and challenging assumptions with facts  Collaborative – we work in partnership with health and social care organisations to keep the debate positive and we get things done

19 Contact us Healthwatch Knowsley Contact Details Healthwatch Knowsley Address: The Old School House, St. Johns Road, Huyton, Knowsley, L36 0UX Telephone: 0151 449 3954

Email: [email protected] Website: www.healthwatchknowsley.co.uk Or if you would like to share your experiences of Health and Social Care please visit our feedback centre at www.healthwatchknowsley.co.uk or telephone a member of the team.

@HWKnowsley

Healthwatch.Knowsley

Healthwatch Liverpool Contact Details Address: 1st Floor, 151 Dale Street, Liverpool, L2 2AH Telephone: 0300 77 77 007 Email: [email protected]

20 Appendix 1

21 Appendix 1

22 Appendix 1

23 Appendix 2

What is good? Could be improved Other Comments Rate Further info? overall comments?

Nice new clean Don't know, haven't 3 building been here long enough

It’s the same as Waiting times 5 last time

Good hospital Just once, there was a 5 There's not and staff lack of enough parking, it communication, takes a long time reception in Sid to find a parking Watkins at that time space. did not tell the registrar that I'd arrived, by the time the registrar found out I could not have the full appointment, but they said they would speak to the reception staff to make sure it wouldn't happen again.

It’s my first time Nothing How to get 4 here here

Modern inside Directions to the Less personal Good having the and outside Walton Centre contact, but a train station close appearance faster service

Excellent Timing for It's all service, do not appointments, for computerised have to wait for check-in long It's brilliant, nice The parking charges It's 5 I had to come here to come to, good are a bit high - £2 per brilliant, to get my for parking day would be right they send medication, spaces, the a copy to because they don't environment, the GP as provide this the staff are well as me medication in my pleasant, polite, area. You can't help me as always speak to much as they the specialist can when I'm nurse directly, but stressed out. they will always get back to you.

Nice The waiting time at 5 Improve the environment, appointments is long number of staff and nice staff Everything is 5 More disabled good about trust parking waiting time information could be better

24 Appendix 2

What is good? Could be improved Other info? Comments Rate Further overall comments?

Staff are lovely. One professor did Needed more 5 The service is not give me time to in-depth brilliant. No take things in before information complaints, no jumping on to other about problems. things when I was aneurysms, given my diagnosis. via a leaflet or I was left with lots of a verbal questions. explanation. I went on Google to look for things myself but that is not always the best way to get information. It’s very good, amazing. People here know what they are doing. I received a wrong diagnosis in Cumbria, but insisted on getting a second opinion and the Walton Centre got it right immediately. It's quite clear, Patient talked about 5 People on the there are plenty recent care side here of buses, it's bereavements and have been easy to get to. the impact that had marvellous Staff and the had on her and her food are family brilliant. It's very good, The waiting times at I know them all 5 Wish there were professional appointments, we know! more like this waited longer today, closer to home. it's not that long usually

Been here as an Can't think of 3 inpatient as anything well, was alright. Staff and that were ok. It's brilliant, all No, not experienced 5 the staff are anything negative really friendly here

25 Appendix 2

What is good? Could be improved Other info? Comments Rate Further overall comments?

It's brilliant, all No, not experienced 5 the staff are anything negative really friendly here It's the same as it Nothing I don't feel I 5 was the last 2 know enough times about my condition its good does Nothing 5 Excellent Service the job for me it's an excellent place. World class very lucky in this area to have such good hospitals very good Nothing 5 No comments No Comments 4 I think it's Nothing 5 The hospital is outstanding in quite what it does exceptional Everything Nothing 5 Brilliant very well run Car parking is poor 5 and they keep not enough spaces an eye on my medical problem Everything, I've Nothing 5 been coming here about 5 years can not fault it in any way at all. Saved my life Can't think of 5 here I think this anything is a brilliant place here Centre of Waiting times, 5 Just the waiting excellent board does not and parking you match with waiting have to pay in times advance having to guess the time you need for your appointment very 5 professional and caring staff Only been in Nothing 5 Keep up the here half an good work hour but everyone is friendly The Care, Everything is fine no answer no answer 3 No comments everyone cares

26 Appendix 3

The Walton Centre NHS Foundation Trust Satellite Clinic – Southport & Formby District General Hospital Listening Event report (Report attached to this document)

The Walton Centre NHS Foundation Trust Satellite Clinic – Southport & Formby District General Hospital

Listening Event report

Contact Details: Southport and Formby District General Hospital, Town Lane, Kew, Southport PR8 6PN

Staff contact for visit: Jennifer Duffy Operational Services Manager

Date and time of visit: Friday 18th November 2016

Healthwatch Sefton Authorised Representatives:

Wendy Andersen (Lead Enter & View Representative) Brian Clark (Enter & View Representative)

Contents

Heading Page No.

Introduction 2

The Walton Centre NHS Foundation Trust 2-4

Acknowledgements 4

Methodology 4-5

Summary of main findings 6

Questionnaire results 6-9

Equality & Diversity data 10-13

Conclusion 14

Response from The Walton Centre NHS Foundation Trust 15

Appendix 1 – Blank questionnaire

Appendix 2 – Spreadsheet of results

Introduction

On 18th November 2016 – two Healthwatch Sefton Enter & View representatives visited The Walton Centre NHS Foundation Trust’s Satellite clinic held at Southport & Formby District General Hospital as part of a series of Listening events being held across the Boroughs of Sefton, Knowsley and Liverpool. On the same day Healthwatch Liverpool & Knowsley visited the outpatient clinic area at The Walton Centre, Lower Lane, L9.

The aim of the Listening event was to chat to patients, visitors and staff using a set questionnaire to find out what they liked about the services and what improvements they thought could be made. In addition The Walton Centre was approached to add in any specific questions that they would like to ask as part of the event (see Appendix 1).

The draft report was shared with Angela Wood, Deputy Director of Nursing and Jennifer Duffy, Operational Services Manager at the Trust for validation of facts. Their response is included in this final version of the report which is also published on the Healthwatch Sefton website www.healthwatchsefton.co.uk

The Walton Centre NHS Foundation Trust

Note: The below information has been taken from The Walton Centre’s website.

The Walton Centre is unique - we are the only specialist hospital trust in the UK dedicated to providing comprehensive neurology, neurosurgery, spinal and pain management services.

Our specialist staff offer a world-class service in diagnosing and treating injuries and illnesses affecting the brain, spine and peripheral nerves and muscles, and in supporting patients suffering from a wide range of long-term neurological conditions.

In September 2015, we were announced as a NHS Vanguard which gives us national support to develop our neurology and spinal services further.

Our Neurosurgery Department is one of the biggest and busiest in the UK, performing around 3,000 elective surgical cases, 2,000 emergency surgical cases and 400 day case procedures each year.

We are the region’s specialist centre for spinal services, and also one of the largest in the country.

Our neuroradiology service is the most comprehensive in the UK, with four MRI scanners, including an open scanner for claustrophic patients; two biplane intervention rooms and the most advanced CT scanner available.

Our Pain Management Programme is regarded as a model of best practice for helping patients with severe and chronic pain.

We have a dedicated Neuroscience Research Centre which runs a range of research studies, linking with partners in industry, academia and the NHS.

Today around 1,300 staff work for The Walton Centre, and we treat more than 100,000 patients each year with conditions including:

 Head and spinal trauma injuries  Tumours of the central nervous system, both cranial and spinal  Neurovascular diseases  Epilepsy (including a full surgical programme)  Movement disorders (including the provision of a deep brain stimulation service)  Pain, with a particular focus on trigeminal neuralgia  Multiple sclerosis and motor neurone disease  Chronic neuropathic pain, facial pain, headache and migraine https://www.thewaltoncentre.nhs.uk/6/about-us.html (Accessed 30/11/2016)

Acknowledgements

Healthwatch Sefton, Knowsley & Liverpool would like to thank Angela Wood, Deputy Director of Nursing and Jennifer Duffy, Operational Services Manager for organising the visits to The Walton Centre and the Satellite clinic based at Southport & Formby District General Hospital. We would also like to thank the staff, patients and visitors for welcoming us and taking part in the visits.

How the Listening event was planned

Contact was made with Angela Wood, Deputy Director of Nursing to request a meeting to discuss carrying out a Listening event at both The Walton Centre and the Satellite Clinic based at Southport & Formby District General Hospital. A meeting was set up between the Trust and members from Healthwatch Sefton, Liverpool and Knowsley. It was agreed for a Listening event to be carried out at both sites.

All Healthwatch representatives are DBS checked (Disclosure & Barring Service) and have all completed Adult and Children Safeguarding training. The visit to both sites took place on Friday 18th November 2016.

Healthwatch Sefton Enter & View representatives attended the Satellite clinic on which this report is based.

Healthwatch Liverpool & Knowsley representatives attended the out patient department at The Walton Centre. A separate report will be completed on the findings of this visit.

Two Healthwatch Sefton representatives attended the Satellite clinic between 9.00am – 12 noon. There was one consultant / clinic running therefore impacted on the number of completed experience forms being low. A total of 8 patients (some with family) were spoken to during the visit. 6 patients completed the questionnaire with 2 patients stating they had no time.

The questionnaire that was used at the Satellite clinic covered 8 questions:

 Are you aware that you are a patient of The Walton Centre whilst attending this clinic?

 What do you think is good about the Trust (comments can relate to either the main Walton Centre site or Satellite clinic)?

 What would you like to see improved at the Trust / Satellite clinic?

 Is this your first visit to the Trust (either main Walton Centre site or Satellite clinic)? If no how long have you been using the services?

 Do you feel you received enough information from the Trust regarding your appointment or condition? If no, what other information would you have liked to receive?

 Do you feel the staff treat you with Dignity & Respect?

 When you meet with staff members do they introduce themselves to you?

 Please rate the service overall (star rating).

The questionnaire was designed to gather patient, family, visitor and staff views and to feed this back to the provider; The Walton Centre NHS Foundation Trust. (See Appendix 1).

Summary of main findings from attending the Satellite clinic:

 There were 6 questionnaires completed by patients. (Some of the patients when spoken to were attending accompanied by family/friends).

 5 of the 6 patients were aware that they were a patient of The Walton Centre.

 5 of the 6 patients rated the service as 5 stars with 1 service user rating it as 4 stars. (5 stars being the highest score).

 All 6 patients stated they felt they received enough information from the Trust regarding their appointment or condition.

 Positive comments included staff, waiting times, distance to clinic, and parking.

 Negative comments were received in relation to waiting times for referral from a GP and public transport to The Walton Centre from North Sefton.

Questionnaire results

In total there were 6 completed experience forms.

 All 6 questionnaires were completed by the patient.

 Postcodes of patients were: o L39 x 1 o WN8 x 1 o PR9 x 1 o PR8 x 2 o PR4 x 1

Are you aware that you are a patient of The Walton Centre whilst attending this clinic?

 5 of the 6 patients asked stated they were aware they were a patient of The Walton Centre. 1 patient stated they were only aware once they received the letter. 1 patient stated they were not aware but that it was their first visit.

What do you think is good about the Trust (comments can relate to either the main Walton Centre site or Satellite clinic)?

The main positive comments were in relation to staff, waiting times, distance to clinic and parking at the Satellite clinic. Below are some of the comments received:

‘It is my first visit today. He has put my mind at rest and hopefully I will improve’ (Satellite Clinic)

‘I attend The Walton Centre when I need to see the nurses, it is much easier to park here (Satellite clinic) and the waiting times here are usually pretty good’.

‘You never feel rushed with him, (Dr Weishmann) He makes you feel you are the only person he is seeing that day’. (Satellite clinic)

‘It has been excellent, not long waiting times and quite thorough’. (Satellite clinic)

‘I live around the corner, much easier to get to as you can spend the whole day getting to The Walton Centre’ (Satellite clinic)

What would you like to see improved at the Trust / Satellite clinic?

There were very little negative comments received in relation to the Trust / Satellite clinic as mainly the negative comments were outside of the Trust’s control including public transport from the North of the Borough (Sefton) to The Walton Centre and length of time for a referral from a GP. Below are some of the comments and suggestions made:

‘The Satellite clinic is easy for me to get to from Ainsdale; I would struggle to get to The Walton Centre as public transport issues’

‘Would be nice if tea and coffee was available in the Satellite clinic’

‘I would improve nothing, it is all ok’

‘I had to wait nearly 3 months to get an appointment here today. GP reluctant to refer you and it is a worry whilst you are waiting’.

Is this your first visit to the Trust (either main Walton Centre site or Satellite clinic)?

 4 of the 6 patients stated they had used either The Walton Centre or Satellite clinic before. 1 patient stated they had been using the services for approx 20 years with another stating approx 10 years.

Do you feel you received enough information from the Trust regarding your appointment or condition?

 All 6 patients stated they felt they received enough information from the Trust regarding their appointment or condition.

Some of the comments received are below:

‘I get a letter to come in for a check-up and chat but there is no more trials available’

‘If I feel I need to discuss anything with the nurses at The Walton Centre I have their number to call and they always ring back’

‘Yes, very informative’

Do you feel staff treat you with Dignity & Respect?

 All 6 patients stated they felt staff treated them with Dignity & Respect.

When you meet with staff members do they introduce themselves to you?

 All 6 patients stated when they met with staff members they did introduce themselves. One patient stated:

‘Yes the Doctor did and the nurse did’

Please rate the overall service:

 5 of the 6 patients rated the service as 5 stars with 1 service user rating it as 4 stars.

Any further comments?

Below are some of the further comments received:

‘We are happy based here as more convenient. No complaints at all’ (Satellite clinic)

‘Dr Weishmann comes out of the room to call you, he always does that’ (Satellite clinic)

‘I like the set up – very good. All professional at all times, they are respectful and helpful. I have gone away with a clear mind of what my condition is.’ (Satellite clinic)

Equality and Diversity Data

Age range:

16 – 24 years = 0 25 – 49 years = 1 50 – 64 years = 1

65 – 79 years = 3 80+ = 0 Did not say = 1

Do you consider yourself to have a disability?

Do you consider yourself to have a disability? Not answered, 1

No, 1 Yes, 4

As can be seen from the above graph 4 patients stated yes they considered themselves to have a disability with 1 stating no. 1 patient did not answer this question.

Do you have a religion or belief?

Do you have a religion or belief? Not answered, 1

No, 1

Yes, 4

As can be seen from the above graph 4 patients stated they had a religion or belief, 1 patient did not answer this question and 1 stated no they did not have a religion or belief.

If yes, which religion or belief?

Catholic = 1 Church of England = 1

Christian = 1 Presbyterianism = 1

Not answered = 2

What best describes your situation?

Full time work = 0 Part time work = 0 Retired = 4

Unable to work = 1 Full time education = 0 Not answered = 1

Unemployed = 0

How would you describe your race ethnicity?

White British = 4 Human = 1 Not answered = 1

How would you describe your sexual orientation?

 5 patients stated Heterosexual  1 patient did not answer

Which of the following describes how you think of yourself?

Which of the following describes how you think of yourself? Not answered, 1

Man, 3 Woman, 2

As can be seen from the above graph 2 of the patients described themselves as a woman, 3 described themselves as a man with 1 patient not answering this question.

Is your gender identity the same as you were given at birth?

 5 patients stated their gender identity was the same as they were given at birth.  1 patient did not answer this question.

Conclusion

During the visit to The Walton Centre Satellite Clinic at Southport & Formby District General Hospital Healthwatch Sefton representatives were greeted by staff and made to feel welcome. Open access was given to the out patient clinic and any special instructions were provided by Jennifer Duffy on the day.

Healthwatch Sefton carried out the Listening visit on the Satellite clinic to find out what patients, visitors and staff liked about clinic and what suggestions they had for improvements.

Due to there being only one clinic on the day the number of experiences collected was limited. Patients who completed the questionnaire were overall very happy with the services provided at the Satellite clinic including waiting times, staff attitudes and the location of the Satellite clinic all being a positive experience. Negative experiences related to a waiting time for a GP referral and difficulty being able to get to The Walton Centre from the North of the Borough by public transport, both of which are outside of the Trust’s control.

Healthwatch Sefton, Liverpool & Knowsley would like to thank the Trust for working in partnership in ensuring patient; family and visitors voices are heard and listened to.

The Walton Centre NHS Foundation Trust - Response

Appendix 1

The Walton Centre NHS Foundation Trust - Satellite clinic at Southport & Ormskirk NHS Trust Listening event held on 18th November 2016

1) Are you: a Patient/ Service User  a Visitor  Staff  Other (please explain)  2) First part of your postcode (e.g L8, L36, L22)? ………….. 3) Which ward or outpatient area is your feedback about?

4) Are you aware that you are a patient of The Walton Centre whilst attending this clinic?

Yes  No 

4a ) What do you think is good about the Trust (Comments can relate to either the main Walton Centre site or satellite clinic).

5) What would you like to see improved at the Trust / Satellite clinic?

6a) Is this your first visit to the Trust (either main Walton Centre site or satellite clinic)?

Yes  No 

6b) If no, how long have you been using The Walton Centre services / satellite clinic?

7a) Do you feel you received enough information from the Trust regarding your appointment or condition?

Yes  No 

7b) If no, what other information would you have liked to receive?

8) Do you feel staff treat you with Dignity and Respect?

Yes  No 

Comments:

9) When you meet with staff members do they introduce themselves to you?

Yes  No 

Comments:

10) Please rate the service overall:

11) Any further comments?

Finally, we want to make sure that we speak to all sections of the local population, and would be grateful if you could complete the information below. We don’t ask for your name, so any information you give is anonymous. Your age ………… Prefer not to say  Do you consider yourself to have a disability ? Yes  No  Prefer not to say  Do you have a religion or belief? Yes  No  Prefer not to say  If yes, which religion or belief? ………………………… Which best describes your situation? Full-time work  Part-time work  Retired  Full-time education  Unemployed  Self Employed  Unable to work  Carer  Other  (please state) ……………… Prefer not to say  How would you describe your race/ethnicity? …………………………… Prefer not to say  How would you describe your sexual orientation? Heterosexual  Lesbian  Gay  Bisexual  Prefer not to say  Which of the following describes how you think of yourself? Woman  Man  In another way (Please state)  .……………………….. Prefer not to say 

Is your gender identity the same as that you were given at birth? Yes  No  Prefer not to say 

Appendix 2

Are you Postcode? Are you aware that you What do you think is good about the Trust are a patient of The (comments can relate to either the main Walton Centre whilst Walton Centre site or Satellite clinic)? attending this clinic?

Patient PR8 Yes I live around the corner, much easier to get to. You can spend a whole day getting to the Walton Centre. It is nice at the Walton Centre as they have a market stall of fresh fruit & veg. The consultant is very nice. I think it is easier now as the notes are on the screen and easier to look at. Did not wait long today for my appointment. Definitely better to have this satellite clinic.

Patient PR8 Yes Satellite clinic easy to get to from Ainsdale. Dr Weishmann is nice. Doctor appointments are quick to get. Would struggle to get to The Walton Centre as public transport issues.

Patient L39 Yes I attend The Walton Centre if I need to see the nurses. Much easier to get to here and park. Waiting times here pretty good. I have hardly waited today. If Dr Weishmann needs to spend time with a patient he will, you never feel rushed with him and he regularly works his lunch. He makes you feel like you are the only person he is seeing that day. If I need to discuss anything with the nurses at The Walton Centre I have their number to call and they always ring back. Patient PR9 yes Excellent centre with excellent treatment.

Patient WN8 Yes, once I received the Has been more informative and helpful today. I letter have everything in a blister pack and this is better. It has been excellent and not a long waiting time. Quite thorough. I was given a choice of hospitals and chose Southport. Patient PR4 No My first visit today. He has put my mind at rest and hopefully I will improve. It was nice my daughter could come in with me today. Today has been a relief.

What would you like to see Is this your first visit to Do you feel you received improved at the Trust / Satellite the Trust (either main enough information from the clinic? Walton Centre site or Trust regarding your Satellite clinic)? If no how appointment or condition? If long have you been using no, what other information the services? would you have liked to receive? In The Walton Centre (main site) This is my first visit to the I received a letter to come in you can wait a bit for your satellite clinic but I have for a check up and chat but no appointment. I did not know the been a patient of The more trails available. time for my appointment today and Walton Centre for about phoned Southport hospital to find 20 years. out. They said they didn't know and I had to phone The Walton Centre. But I am visiting Southport hospital; I think they should know about the appointments.

Would struggle to get to The No been coming since 2012 Yes Walton Centre as public transport issues. Would be nice to be offered tea and coffee.

Nothing to improve. No I have been coming Yes approx 10 years

Nothing, all ok. No, last came here in 2013 Yes prior to today

Nothing Yes Yes very informative

Had to wait nearly 3 months to Yes Yes, feel like I have been given come here today. Doctor referred enough information today. me. They are reluctant to refer you and it's a worry whilst you are waiting.

Do you feel When you Please rate Any further comments? the staff treat meet with the service you with staff members overall Dignity & do they (star Respect? introduce rating). themselves to you? Yes Yes 4 stars We are happy to be based here (satellite clinic) as more convenient. No complaints at all.

Yes Yes 5 stars

Yes Yes 5 stars Dr Weishmann comes out of the room to call you, he always does that.

Yes Yes 5 stars

Yes Yes 5 stars I like the set up it is very good. All professional at all times. They are respectful and helpful. I am going away with a clear mind of what my condition is. Yes Yes both the 5 stars no Dr and Nurse did.