What people told us: Latest Listening Events at St Helens and Whiston Hospitals
A total of 59 people took part. Their conversations give an honest, balanced picture of life inside both hospitals — what is working well, and where small but important improvements could help.
A strong message of kindness and professionalism
One message came through repeatedly: people value the staff.
Whether speaking about nurses on the wards, reception teams, healthcare assistants or specialist clinical staff, people told us they felt listened to, reassured and well supported.
Many described staff as calm and approachable, often taking a moment to explain what was happening or check how someone was coping. In services such as the Eye Clinic, Rheumatology, Endoscopy, Plastic Surgery and the Lilac Centre, people highlighted the consistency and organisation of care, with several describing their treatment as “excellent” or “faultless”.
Hospitals that feel clean, calm and well organised
People also responded positively to the environment itself.
St Helens Hospital, in particular, was often described as bright, clean and easy to navigate, helping to reduce the anxiety that hospital visits can sometimes bring. Whiston was also praised for its organisation and the sense that staff across different departments were working well together.
Many said their appointments ran on time, and that being seen promptly helped make the overall experience smoother.
Where people experienced difficulties
Although most feedback was positive, people did highlight some areas where improvements would make a real difference to their visit.
Car parking at St Helens Hospital
Parking was the single most common frustration.
People told us about queues at the entry and exit barriers, difficulties accessing disabled bays and delays that made them worry about missing appointments. This was raised consistently throughout the Listening Events.
Clearer communication
A small number of people described delays in receiving test results or uncertainty about next steps. Others experienced confusion where departments or GP practices had given different information. These moments left some people unsure who to contact or what they needed to do next.
Practical improvements inside the hospital
People suggested clearer signage, more comfortable seating and shorter waits at pharmacy. A few said appointment letters could be clearer so that people know exactly what to expect when they arrive.
Awareness of individual needs
A small number of respondents told us that greater sensitivity towards issues such as addiction recovery or hidden disabilities would help ensure that communication feels respectful and fully understood.
How people rated their care
Despite the issues noted, most people were very positive about their overall experience of treatment and care:
- 71% rated their care as Excellent
- 26% as Good
- 3% as Fair
This reflects a consistently strong level of confidence in the services at both hospitals.
What the Trust said
Mersey and West Lancashire Teaching Hospitals welcomed the findings and thanked everyone who contributed. They noted the high levels of satisfaction and the strong feedback about staff professionalism and the calm, well-run hospital environments.
The Trust apologised to anyone who felt their experience fell short and invited people to contact the Patient Experience Team if they would like their concerns looked into. They also confirmed that some of the improvements highlighted in the report are already under way — including a review of appointment letters to make information clearer for patients.
They encouraged patients to use the NHS App to access test results more quickly and said they look forward to discussing the findings further at the Trust’s Patient Experience Council.
Why this matters
Our Listening Events provide a snapshot — the voices of the people who happen to be using services on the days we visit. But they offer something important: real-time feedback from real people, showing what the hospital experience feels like on the ground.
