Our Engagement: Chorley Hospital

On Tuesday, 1st July 2025, Healthwatch Lancashire attended an engagement event at Chorley and South Ribble Hospital. Our representative Emmy spoke with people about their healthcare experiences at the hospital, including transport and accessibility into services.

Throughout the visit, staff members at the hospital were welcoming and were seen to be interested in the upcoming Healthwatch Lancashire projects. Overall, we found that people we spoke to were happy with their experiences of care. As our feedback responses at the end of this report show, many spoke about the care and communication that they receive from health care professionals.

Some people stated they were confused over the blue badges, the new system of scanning the badges and registering the badges with the hospital. Many people could be seen asking for help and support regarding this. We observed some real confusion from people around who needed to register, why they needed to register, where they needed to register and the new system of scanning your blue badge, which a lot of patients didn’t know about.

At the time of the visit, there was one hospital volunteer on the main desk helping patients find their way to appointments. This gradually grew over the time we were there, and at one stage, there were three volunteers. Some people attending had received a text with the consultant’s name on it, without a place to report to for their appointment. Volunteers were aware of these consultants and knew where
to direct people.

It was clear that the volunteers were very knowledgeable about the hospital and were observed to be kind and approachable to everyone they spoke to. The list below features some of the feedback Emmy received from people during the visit. For this report, only comments regarding the hospital are included:

• I have just been told I need to scan my blue badge when I leave the car park. I believe this is a new initiative. But I didn’t know, so I’ve scanned it now, and it’s told me I have 100-plus days of parking available. I don’t know what that means.
• I got a text two weeks ago to say I have an appointment at a cancer screening, but not where I needed to go, but the volunteers helped me this morning which was good.
• I came in this morning with my relative and asked a volunteer about their blue badge. I was asked if I had multiple appointments which I said no. They then told me I didn’t need to register for a one-off appointment and just to scan it on the way out. That’s very confusing to patients, as when I was there, another person was asking the same question, and they were told to go and register their blue badge.
•  My husband came for a scan a few weeks ago, and it turned out to be bad news, unfortunately. The staff have been brilliant with us; we’ve had appointments both here and in Preston, and the staff have been so caring and communicated everything fully to us.
• I’ve brought my relative for a blood test today, and the only problem I’ve had is parking. They have Alzheimer’s, and I can’t just let them out while I find a space; it doesn’t work like that.
• I have been to the blood clinic today, and it was very quick and efficient; I was in and out.
• I have been to the X-ray department today, and they were lovely, and the care was good. I was in and out, which is great for me.
• I’ve been to the physiotherapy department today; I got in on time, and the person I saw was really helpful and listened to me.
• My blue badge is causing me problems. I came in here this morning, and I was told to go and register it at reception. I’ve been around, and they have told me I don’t need to register as I’m already registered at Chorley.
• I came this morning and asked about my blue badge. I was told that if I was registered at Preston, I didn’t need to register here; just to be on the safe side, I went over to the main desk, and they said I did need to register here separately, and it doesn’t go across both sites; it’s very confusing.
• I’ve had an MRI scan today, and it felt very strange. I did receive information about this scan, and the staff were lovely to me. I’m glad I got a lift, as I didn’t know I’d feel this way after it.

We would like to thank the staff and volunteers who helped us on the day of the visit, and for their continued support in Healthwatch. We are keen to continue working together moving forward, and look forward to establishing the views of the community.