Your voice matters: Highlights from our first Patient Panel event with hospital leaders
At Princess Alexandra Hospital NHS Trust (PAHT), we’re committed to working closely with the people we serve. That’s why we recently hosted our first-ever Patient Panel event with our chief executive and senior leadership team. Over 50 people attended, including patients, members of the public, and GP representatives from across west Essex and east Hertfordshire, to hear about the hospital’s plans and to share their thoughts on what really matters.
It was a productive afternoon that helped strengthen our connection with the community. Conversations were open, honest, and full of insight — and we’re dedicated to building on this as we shape the future of care together.
What was discussed
The event covered a range of important topics:
· Our long-term vision for the hospital
· Progress on plans for a new hospital
· Development of the Community Diagnostic Centre and St Albans Day Surgery Hub
· Updates on Alex Health, our new digital health system
We also held a question and answer session and invited feedback through comment cards. It was encouraging to see how much people value having a direct line of communication with hospital leaders. We’re already looking into ways to make this kind of engagement a regular part of how we listen, learn, and improve.
Key themes and what we heard
Communication matters
Our Patient Panel has been amplifying patient voices for over a decade. Their work includes:
· Annual public reports
· Community meetings in Harlow and Bishop’s Stortford
· Special topic conferences on health issues like:
o Diabetes (featuring expert speakers)
o End-of-life care
o Discharge experiences
o Cancer care
o Nutrition
· Recognition through national awards, including the Queen’s Award for Voluntary Service and a British Empire Medal for the Panel’s chair
Key feedback from the event
Here’s a snapshot of what attendees told us:
Hospital services and locations
· Questions about air ambulance access at the new hospital.
· Concerns about transport to the new St Albans Hub, especially for patients in Bishop's Stortford, and facilities provided for carers/drivers.
· Strong feedback on blood test services — many called for urgent improvements.
· Concerns over stroke care and the distance to specialist services in Romford and additional pressure on the emergency department.
Alex Health and digital transformation
· Queries on the completion of Alex Health.
· Confusion about the digital versus paper approach to appointments and records.
· Questions about app reliability, diagnosis accuracy, and appointment expectations.
· Issues with mixed or duplicate appointment messages, delays, and tech glitches.
· Need for better integration between departments and clearer communication with patients.
Communication and access
· Concern about digital-only services excluding people without internet or devices.
· Concern about services and pathways becoming siloed.
· Requests for improved complaints handling and a clearer explanation of the Patient Advice and Liaison Service (PALS).
Event locations
· Many attendees came from Harlow — future events should also be hosted in Epping, Saffron Walden, and Bishop’s Stortford to include more voices.
Real stories and reactions
As well as the key themes listed above, attendees shared detailed concerns about:
· Dermatology services — long waits, last-minute cancellations, and confusing location changes. This is being followed up with attendees.
· Digital challenges with Alex Health.
· Confusing messages about appointments and service options.
We also heard positive feedback, including:
· Praise for Herts and Essex Hospital (HEH) and St Margaret’s Hospital (SMH).
· Appreciation for staff honesty and transparency.
· Support for the Community Diagnostic Centre in Epping.
· Many attendees said it was great to see hospital leaders really listening.
Looking ahead: Shaping the future together
Future Patient Panel events will be co-designed with patients. This means that you will help choose the topics, speakers, and format so each session stays focused on what matters most to the community.
Next steps: What we're exploring
Here are some of the ideas we're considering, based on your feedback:
1. Improving communication systems
o Making appointment messages clearer and reducing confusing or duplicate letters.
o Offering both digital and paper options.
2. Clarifying PALS and complaints services
o Clearly define the role of the PALS team and make that information easy to find.
o Including a PALS representative in future events.
3. Addressing technology barriers
o Ensuring Alex Health is reliable, accessible, and gives patients real choices in how they receive information.
4. Reviewing key services
o Prioritising improvements to dermatology and blood testing services.
5. Expanding community engagement
o Holding future events in under-represented areas like Epping, Saffron Walden, and Bishop’s Stortford.
Thank you
A huge thank you to everyone who attended the event and shared their views. With your continued input, we’ll keep working to make our hospital services more responsive, inclusive, and effective.
Stay connected — your voice is shaping the future of healthcare in our community.