Children’s A&E at Whiston Hospital – What families told us
This joint Listening Event followed an earlier visit in 2024 and forms part of our ongoing programme of hospital visits across Mersey & West Lancashire Teaching Hospitals NHS Trust. On the day, we spoke with 28 families, gathering feedback through short conversations and surveys while parents and carers waited to be seen.
What families told us
Families consistently spoke positively about staff and care. Many described staff as kind, reassuring and professional, often taking time to explain what was happening and speaking directly to children in ways that helped them feel at ease.
Overall, 72% of families rated their experience as ‘Good’ or ‘Excellent’. Triage was generally described as quick, and several parents said they felt confident in the care their child was receiving once they had been seen.
The Children’s A&E environment was also well regarded. Parents described it as clean, calm and far less intimidating than the main A&E department. Child-friendly décor, play areas, free drinks, baby-change facilities and accessible toilets all helped make what can be a stressful visit feel more manageable.
Why families came to Children’s A&E
Families attended Children’s A&E for a range of reasons, including breathing problems, fevers, minor injuries and suspected infections.
Some had tried to get help elsewhere first. Around four in ten had contacted their GP or NHS 111, but many said appointments were not available quickly enough. Others came straight to A&E, feeling their child needed urgent assessment or unsure where else to go. Several families were attending for follow-up checks after being advised to return by a healthcare professional.
As one parent put it, “When they’re little, it’s hard to know what’s right – you just want someone to check they’re okay.”
Where families felt improvements are needed
While families understood that A&E can be busy, a number of practical issues were raised.
The most common concern was waiting-time information. Only 39% felt they were kept informed, and many parents said the lack of updates after triage made the wait more stressful, even when staff were kind and attentive.
Families also described confusion when the Children’s A&E reception desk was closed. Although signage directed families to book in via main A&E, several parents said it was easy to miss and added unnecessary worry, particularly when arriving alone with a young child.
Parking and access were another frequent frustration, with parents describing long walks from the car park and difficulty finding spaces close to the department.
Some families also mentioned comfort issues, including limited healthy snack options, crowded spaces for prams at busy times, and inconsistent awareness of quiet or sensory-friendly spaces for children who might need them.
Progress since 2024
Comparing feedback from 2024 and 2025 shows that staff compassion and quality of care remain the strongest features of Children’s A&E. More families chose the highest possible rating this year, reflecting continued trust in staff.
However, several of the same practical concerns raised in 2024, such as clearer signage, better waiting-time updates and greater visibility of quiet spaces, are still being mentioned. Families value the care they receive, but want to see these everyday issues addressed.
What happens next
Mersey & West Lancashire Teaching Hospitals NHS Trust has welcomed the feedback and confirmed that an action plan is being developed to improve waiting-time information, reception signage, quiet spaces and feedback methods
Healthwatch Halton and Healthwatch Knowsley will continue to share families’ experiences and follow up on progress, so that Children’s A&E continues to feel not only safe and caring, but easier to navigate at what is often a worrying time for parents and carers.
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