Enter & View: Withington Community Diagnostic Centre
Background
Local Healthwatch have a legal power to visit health and social care services and see them in action. This power to enter and view services offers a way for them to identify what is working well with services and where improvements could be made.
Several local Healthwatch across the country were commissioned by Healthwatch England to enter & view community diagnostic centres (CDCs) to explore different aspects of the patient experience. In particular:
- Accessibility
- Expectations
- Choice
- Quality
The visit
Healthwatch Trafford carried out an Enter & View visit at Withington Hospital CDC on 1st February 2024, interviewing patients and conducting an accessibility audit of the site. We would like to thanks CDC staff for their cooperation during the visit.
Authorized Representatives interviewed a total of 13 patients who came for different types of tests at the CDC site. Patients were interviewed in the imaging area (CT scan, MR, DEXA, and NOUS), and respiratory and cardiology areas.
Travel to site
All patients were positive about their travel experience, describing it as ‘quick’, and ‘convenient’. Most patients told us they drove to the site, with fewer using other modes such as public transport.
All patients interviewed found it easy to locate the CDC.
Referrals
50% of patients were referred by their GP, and the other 50% by specialists.
There was a significant difference in the waiting times for those who came for imaging compared to those who came for respiratory and cardiology tests, with most patients who came for imaging waiting less.
Prior knowledge of CDCs
We asked patients if they knew about community diagnostic centres before attending their appointment. 50% of patients interviewed had heard about them, and the remainder had not.
Prior expectations
We asked patients about their expectations of the CDC. Four of the patients who had prior knowledge said it met their expectations and one was indifferent.
Waiting times and areas
All patients found the waiting area comfortable, pleasant, tidy, and well looked after. Patients also confirmed that waiting area provided adequate dignity and privacy.
The patients interviewed were generally pleased with the site, and did not have to wait more that 15 minutes for their appointment.
Experience of test/ scan
Most patients interviewed gave positive feedback on their test/ scan experience, with two patients mentioning a bit of tolerable discomfort.
Communication with CDC staff
Staff were communicative and professional, and were able to work with patients to problem-solve where necessary. 100% of patients interviewed said they were able to communicate effectively with staff at their CDC appointments.
22% of patients interviewed had additional communication needs and told us that CDC staff had accommodated those needs during their appointment.
All patients interviewed said they got the chance to ask CDC staff questions and felt listened to at their appointment. 89% of patients interviewed said CDC staff explained when and how their results would get to them after the appointment.
Overall patient thoughts
Patients were asked what was particularly good about their overall experience. All comments about their CDC experience were positive, and some examples are given below:
- “Pleasant and efficient staff.”
- “Everything was good […] Didn't have to wait long after getting to hospital.”
- “10/10. It was an excellent experience today.”
- “I loved the whole experience […]. Been coming for years. The staff have been professional and efficient, […] patients are grateful for the service.”
- “Hospital was very clean and well signposted.”
When asked about potential improvement, most patients said nothing could have improved their experience. However, some did share comments suggesting areas where things could be better. Two examples are given here:
- “[…] My GP just needs to do better around booking CDC appointments.”
- “Had a situation where a nurse practitioner called me for a pre-assessment and CT scanning staff called me for an appointment while still being with the nurse practitioner. Think there should be better communication between […] staff doing the tests.”
Accessibility audit
Patient transportation options
There are a number of transport options to site available for patients, including trams, buses, non-emergency patient transport, and ring + ride. The closest tram station is 6 to 10-minute walk to the CDC.
Patients have the option to get a bus from one of three bus stops, each a few minutes’ walk from the entrance. Frequent buses from across Greater Manchester travel to the site 7 days a week.
Patients can be picked up and dropped off directly outside the CDC entrance, with 30 minutes free parking available. The pavements around site were clear and accessible, and there was also a free phone for taxi booking near the exit.
Considerations for patients with mobility constraints and other disabilities
There was no ramp or lift to CDC areas but there was a buzzer available to press at the car park entrance if assistance is required. CDC areas were on the ground floor, so a lift was not required.
Corridors had multicoloured flooring with black lines dividing them, which could be confusing for dementia patients. The floors and walls were in contrasting colours. There were handrails on the walls in case patients needed support along the corridor.
Considerations for people with additional communication needs
Hearing loop was available and working at the CDC, and language assistance was available for those who don’t speak English. There is information for people who need translators on appointment letters, the hospital website, and on request. However, staff did not ask about patients’ communication needs upon arrival.
Staff confirmed information can be made available to patients in Easy Read formats if needed.
Signage in and around the CDC
Signs within the hospital were clear and visible, however patients were observed asking for directions around the entrance. There was no signage at the tram stop directing patients to the CDC.
Fire exit signs and alarms
Fire exits were clearly indicated in different formats (words and pictures).
Quiet rooms
There is a quiet room available at the CDC but not easily seen. The corridor and waiting areas were spacious and calm with little noise.
Blue badge parking
There were 31 blue badge parking spaces available.
Website ease of access
The hospital’s website was found to be very comprehensive and accessible. There was a complaints and compliments procedure on the website in different formats.
Additional observations
Good practice
- Positive and empathetic attitude from staff
- Efficiency and promptness
- A clean and tidy environment inside and outside the CDC
- Provision of care navigators to support patients at appointments
- Openness to receive patients' feedback.
Patient experience
There is a clear focus on improving the patient experience. The work put into this can be seen in the NHS Elect Experience Based Design exercise done in September 2023 and the observed quality of the site during our visit.
Recommendations
We believe the following would further improve patients’ experiences:
- Staff could proactively ask patients whether they have communication needs upon arrival, as some patients may have hidden disabilities or be unaware that they can ask for support.
- Better communication around pre-assessments, and between patients and staff around scans/ tests. This includes informing patients what their procedure might require ahead of the appointment e.g., not wearing metal to certain scans or wearing easy-to-remove clothing, or bringing a family member or a friend in case they feel out of energy after a test.
- Clear signage directing people to the site from public transport stops.
- Displaying a notice at the unmanned entrance desk to direct patients to the main reception.
Downloads
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