Healthwatch Leicester, Healthwatch Leicestershire and Healthwatch Rutland recently visited the Children’s Emergency Department (ED) at Leicester Royal Infirmary (LRI). This visit was part of a series looking at urgent and emergency care services. The team wanted to hear the views of children, families and carers using the department as well as staff members working there.
The visit gave important insights into how families and young patients experience the service. The Healthwatch team also observed how the department works, including the environment and how staff interact with patients.
What’s working well?
- Staff were praised for being professional, caring and attentive.
- The department has a welcoming and child-friendly atmosphere.
Challenges to address
While there were positives, some issues were also noted:
- Waiting Times: Many families said they were not given enough updates about how long they might have to wait.
- Play Resources: Some toys and play equipment were broken or unavailable.
- Busy Periods: During peak times, the department can become crowded, making it less comfortable for families.
What patients and carers told us
Some families said they felt unclear about what would happen after check-in. Surveys also showed that better communication about waiting times and next steps is needed. Suggestions included using TV screens or other resources to provide updates and improve the experience for families.
Next steps
The feedback from this visit highlights areas for improvement, especially around communication and the use of available resources. Healthwatch will share these findings to help improve services for children and families at LRI’s Children’s Emergency Department.
Harsha Kotecha, Chair, Healthwatch Leicester and Healthwatch Leicestershire said,
“We were pleased to see the dedication of the staff in the Children’s Emergency Department. However, improvements are needed to make the experience better for families, particularly around communication and waiting times. We hope this report will support positive changes to benefit children using the service”.
Dr Janet Underwood, Chair, Healthwatch Rutland said,
“We hope that this Enter and View report has shown the children’s emergency department staff that their very important and hard work is well appreciated by patients and parents. The report also shows where improvements could be made; ranging from simple measures such as drinking cups being always available to more difficult and complex actions such as facilitating parental and patient privacy and good communications between staff and the public. We wish the hospital staff every success in working on the reports’ recommendations which are derived from patient and parent feedback and our Healthwatch representatives’ observations.”
Read the report https://healthwatchll.com/wp-content/uploads/2025/01/HWLLR-Enter-and-View-Childrens-Emergency-Department-Report-August-2024.pdf