Listening Events Report – St Helens and Whiston Hospitals (August–November 2025)
What people told us is working well
The overall feedback was very positive. Participants spoke warmly about:
Staff, treatment and care
People described staff as kind, professional and approachable, noting the time teams took to listen, explain and reassure. Several comments highlighted thoughtful gestures, attentive ward staff and the consistency of specialist departments.
Appointments and waiting times
Many people said clinics ran to time and staff worked efficiently. Being seen quickly helped reduce anxiety and improve confidence in the service.
Hospital environment
Patients described both hospitals as bright, clean and calm, with good organisation and a welcoming feel. The layout and atmosphere were frequently mentioned as helping to make visits less stressful.
What people said could be improved
Parking and access
Parking at St Helens Hospital was raised as a significant issue. People reported limited disabled bays, queues at barriers and difficulties entering or leaving the car park at busy times.
Appointments and communication
Several people described delays in receiving results or follow-up appointments. Others experienced confusion caused by unclear communication or inconsistent information between departments.
Facilities and practical issues
Some suggested improvements to seating comfort, clearer signage, and shorter waits at pharmacy. A small number shared concerns about the clarity of appointment letters or discharge information.
Inclusion and understanding
A few respondents highlighted the need for greater awareness of issues such as addiction recovery or hidden disabilities, noting the impact on how staff communication is perceived.
How people rated their care
According to the report:
- 71% rated their care as Excellent
- 26% rated it as Good
- 3% rated it as Fair
The findings show very high satisfaction overall, with strong praise for staff attitudes, communication and organisation.
Trust response
Mersey and West Lancashire Teaching Hospitals thanked Healthwatch Halton for undertaking the Listening Events and welcomed the findings as an additional source of patient insight.
The Trust noted the high satisfaction levels — with 96% of patients in the report rating their care as Excellent or Good — and the strong feedback about staff professionalism and the calm, well-organised hospital environments. They apologised to anyone who did not have a positive experience and invited patients to contact the Patient Experience Team if they would like their concerns investigated.
The Trust confirmed that some of the improvements identified in the report are already in progress, including a review of appointment letters to make sure patients receive clear, practical information. They also encouraged wider use of the NHS App, where results are available as soon as they are uploaded.
The Trust looks forward to Healthwatch Halton presenting these findings at the Patient Experience Council and to future outreach sessions.
Summary
Feedback from the Listening Events shows strong confidence in the care delivered at St Helens and Whiston Hospitals. People valued the professionalism, kindness and communication of staff, as well as the clean and well-organised environments. Practical issues — particularly parking at St Helens, communication around appointments and results, and certain environmental factors — were the main areas where improvements could enhance patient experience.
Downloads
Listening Events Report – St Helens and Whiston Hospitals (August–November 2025)
