Whiston Hospital Listening Events report -July 2025
Most were patients, but we also heard from visitors and staff across a wide range of departments including A&E, maternity, cardiology, plastics, stroke care, oncology and more.
What people told us
- Staff and care – The most common theme was praise for staff, who were described as kind, caring, helpful and professional. Many people shared stories of being well supported by nurses, doctors and volunteers.
- Positive experiences – Patients highlighted specialist treatment (such as stroke and cancer care), short waits in some clinics, and a hospital environment that felt clean, modern and well signposted.
- Satisfaction ratings – 72% rated their care Excellent and 21% Good, meaning over nine in ten people gave positive ratings.
Areas people said could be better
- Waiting times – Especially in A&E, where patients described long delays and, in some cases, time spent on trolleys in corridors.
- Communication – Some felt updates about treatment, discharge or test results were not always clear or consistent.
- Practical issues – Difficulties getting through on the phone, parking problems (particularly for Blue Badge holders), and waits at the hospital pharmacy were common frustrations.
- Facilities and comfort – A small number of people mentioned food quality, uncomfortable waiting chairs and a lack of seating in public areas.
Our recommendations
Based on what we heard, we suggested the Trust should:
- Keep recognising the vital role of staff and volunteers.
- Strengthen communication around treatment, discharge and results.
- Review how the hospital switchboard and call-routing supports patients.
- Take further steps to ease long waits in A&E, including clearer updates and patient support while waiting.
- Improve parking information for Blue Badge holders and provide clearer signage.
- Reintroduce seating in busy public areas.
- Look at reducing pharmacy waiting times and ensuring medicines are available when needed.
The Trust’s response
Mersey and West Lancashire Teaching Hospitals NHS Trust thanked Healthwatch Halton for carrying out the Listening Events and said the reports are a valuable source of patient feedback.
The Trust noted that 93% of Whiston patients rated care as good or excellent and were pleased to see staff praised for being kind, caring and professional. They apologised to patients who had less positive experiences and confirmed that all feedback from Listening Events is fed into their ongoing improvement plans.
The Trust said they look forward to working with Healthwatch Halton again in future Listening Events to continue improving patient experience.
