ULHT A&E Mystery Shopping Report Jan 2023

In January 2023, Oonagh Quinn Healthwatch Involvement Officer and a team of Authorised Representatives completed a Mystery Shop Activity across the three A+E Departments (Grantham and District, Lincoln County and Pilgrim Hospitals)in the United Lincolnshire Hospital Trust (ULHT).  This activity consisted of 17 individual visits to the A+E Departments during the two week period.

The final report has been submitted to ULHT (Patient Experience Manager and Emergency Department Leads).  It was well received and a response from the Trust has been included in the report.  It has also been presented to the Patient Experience Group in July 2023 and has been well received by all concerned.

The focus of this engagement activity was to make observations in the three A+E Departments on the patient experience when accessing the departments in the Trust.  During these visits observations were made on the following areas:  quality and of care, information and communication between staff and patients, environment and cleanliness, signage, car parking and access to facilities such as food and drink and toilets.

We would like to thank ULHT for supporting us with this activity.