Your experience at Litherland Urgent Treatment Centre is getting better!

Between July and August 2024, Healthwatch Sefton independently reviewed care and treatment at Litherland Urgent Treatment Centre, speaking to over 100 patients, family and friends (111). Overall, 68% rated the experience as good or excellent, with personal convenience (71%) being the main reason for the time chosen to access the centre.

Clinical care was rated highly with triage taking place within 30 minutes of arrival with staff being described as professional, polite and caring. Both reception and security staff were also friendly and helpful. Concerns were raised about waiting times, for adults, there was an average waiting time of between two and four hours or more, after being triaged with patients queuing outside the centre before 8am for dressings and the removal of stitches. Communication was another main theme with issues shared relating to staff calling names from doorways and not being visible, waiting times on screens not being updated and a general lack of understanding about when the centre provided a ‘triage only service’.  In observing the environment, there was no privacy at reception, uncomfortable seating and a cluttered children’s area, with the waiting area not being clean during the afternoon/evening. For children, there were long waits (more than five hours), few activities and there was a safety issue related to the type of chairs used in the waiting area.

We received a formal response to our findings and report from the Chief Executive of Mersey Care NHS Foundation Trust, Trish Bennett

“The team and I have found the report to be extremely helpful in identifying clear recommendations to take forward. This will inform improvement plans based on the experience of patients attending Litherland UTC for care and treatment. The team will

commit to working through the recommendations to ensure the best possible care is provided to the local population in Sefton.”

To support our ongoing partnership with the trust to ensure the quality of care, there is a commitment from the Sefton community services team to work with us to review the recommendations and we are working closely with them to monitor the action plan in place to put our recommendations into action.

Thanks to everyone who took part and shared their feedback, this had already led to the following improvements to make your visit more comfortable, clear and safe:

• Well-Being Checks
• • Staff now come into the waiting area to check in and make sure everyone is okay.
• Clear Call System
  • When it’s your turn, a member of staff will come into the waiting room and call your name in person
• Updated Waiting Times
  • TV screens now show updated waiting times every 2 hours.
  • 96% of patients are now seen within 4 hours!
• Your Journey Leaflet
  • You’ll be given a leaflet called ‘Your Journey’ to explain what should happen during your visit.
  • A new version is coming soon!
• Triage-Only Visits
  • If the centre is only offering a triage service, you’ll receive an information slip explaining what this means.
  • Plans are in place so you can return for treatment — available after June.
• Better Staffing
  • Staffing levels have been reviewed and increased and there are currently no staff vacancies.
• Wound and Stitch Care
  • For those attending the centre for wound and stich care, you may be offered an appointment at Sefton Road Health Centre to prevent long waits.
• Daily Cleanliness Checks
  • The housekeeper logs cleaning checks every day, and extra cleaning has been added to the contract the trust has with their cleaning company.
  • You should find a clean environment at any time of day.
• Snacks & Drinks
• A vending machine will be installed (if not already) to make it easier for you to access refreshments whilst you wait
• Improved Children’s Area
  • Sensory toys and activities are now available to help keep little ones entertained.
• Safer Seating
  • Chairs in the waiting area are now safer and have been re-covered.
  • Additional signage is in place to help keep children safe.

To read the full report, please click here.

We will be checking that all of the improvements have been put into place and are improving your experience. You can support us by sharing any recent feedback you have about accessing treatment from Litherland by using our online feedback centre. Just click here and you can share your feedback anonymously. Alternatively, you can give us a call on 0800 206 1304