Patient Journeys
Using a walkthrough, this report aims to share the experiences of people with learning disabilities as they navigate through three outpatient services in Manchester's hospitals.
Recommendations:
- Information production and design needs to involve, or as a minimum consider, people with learning disabilities. Co-production of signage, maps and other information would readily achieve this.
- There is an urgent need for improved customer service training and a greater awareness of the needs of people with learning disabilities, sensory impairments and mobility issues.
- The 'Wayfinders' need to be more visible and easier to locate. A permanent presence in reception areas, an easily identifiable uniform or paging system could help resolve this. A dedicated volunteer coordinator is recommended to oversee the day-to-day activity of the Wayfinder Service.
- Hospital signage is generally inadequate. Improved signage, including larger text, images and maps would be of benefit to a wide range of patients, staff and visitors to hospital.
- Healthwatch Manchester, as the independent consumer champion for health and social care, needs to either lead or be involved in all of the above.
Downloads
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