Seeing Change in Action: Healthwatch Visit to Addenbrooke’s Urgent and Emergency Care

On 9 March 2026, Healthwatch Cambridgeshire and Peterborough representatives were invited to visit Cambridge University Hospitals (Addenbrooke’s) to see first-hand the improvements made to urgent and emergency care services since the publication of our 2022 report.

Healthwatch Cambridgeshire and Peterborough’s CEO, Jess Slater was joined by Project Manager, Janine Newby-Robson, Information and Signposting Lead, Miranda Knell, and Volunteer Representative, Sally-Ann Ford for a guided tour of the site and its newly developed facilities.

From feedback to transformation

Our 2022 Health Champions report captured the experiences of local people using Accident and Emergency services and highlighted key areas for improvement, including the waiting environment, communication, accessibility, and patient flow.

This visit provided an opportunity to see how that feedback has directly informed significant changes across the hospital.

View our 2022 Health Campions Report

A modern and welcoming environment

One of the most striking developments is the redesigned Urgent Care Centre and waiting areas, which opened in December 2025.

The new spaces feel bright, clean and considerably more welcoming, reflecting the recommendation to create a more open and inviting environment. Patients now have access to improved facilities including mobile charging points, regular refreshment trolleys, and water stations.

The Urgent Care Centre itself has been expanded to include 15 consultation rooms, supporting improved patient flow and a more efficient service. It also includes a dedicated breastfeeding room, providing a more supportive and inclusive environment for families.

Smarter systems and improved patient flow

A key highlight of the visit was the Co-ordination Centre, which provides a real-time overview of patient flow and capacity across the hospital.

Described during the visit as offering a “single version of the truth,” the centre enables staff to manage admissions and discharges more effectively, supporting safer and more efficient care.

This investment in digital infrastructure reflects a strong focus on improving flow through the hospital and reducing delays.

A more streamlined and inclusive arrival experience

The introduction of a digital “front door” has transformed how patients access urgent and emergency care. Patients can now check themselves in using iPads, helping them reach the most appropriate service more quickly.

Accessibility has been carefully considered in this design:

• Digital check-in points include lowered stations for wheelchair users
• A manned reception desk is available to support people who are less confident using digital systems or for whom English is not their first language

Reception areas have also been repositioned to improve visibility and access, and changes to layout mean that patients can now share information more privately.

Greater privacy and dignity for patients

Privacy was a key concern raised in our original report, with some patients sharing that conversations could be overheard in waiting areas.

It was positive to see that consultation rooms are now more private, helping to ensure that patients can speak openly about their health without being overheard.

Dedicated and more appropriate spaces

The visit also highlighted significant improvements in how different patient groups are supported:

• A separate children’s emergency department provides a quieter, more child-friendly environment
• A dedicated mental health space offers privacy and support for people with additional needs
• The redesigned Urgent Care Centre includes flexible spaces that can adapt to demand

These changes respond directly to earlier feedback about the need for safer, calmer and more appropriate environments—particularly for children and vulnerable patients.

Continuing to build on progress

Healthwatch fully supports this major programme of improvement and recognises the scale of investment and commitment demonstrated by Cambridge University Hospitals.

While it is encouraging to see so many of our original recommendations implemented, our visit also highlighted a small number of areas where further development could enhance patient experience even further:

• Strengthening communication around waiting times
• Expanding accessibility features, including language support and wheelchair availability
• Enhancing the waiting environment with additional inclusive features such as visual information screens

These observations are shared in the spirit of ongoing partnership and continuous improvement.

Looking ahead

The changes at Cambridge University Hospitals (Addenbrooke’s) demonstrate the power of listening to local people and acting on what they say.

Healthwatch Cambridgeshire and Peterborough will continue to work alongside the hospital to ensure that services evolve in line with patient needs, so that everyone can access urgent and emergency care in a way that is safe, supportive and responsive.

CEO reflection

Reflecting on the visit, CEO, Jess Slater said:

“It is incredibly positive to see how patient feedback has been translated into real, visible change at Addenbrooke’s. The new facilities are a significant step forward, creating a more welcoming and efficient environment for patients and staff alike.

The investment in digital systems and patient flow, alongside dedicated spaces for children and those with additional needs, shows a clear commitment to improving the overall experience of urgent and emergency care.”

Nicola Ayton, CEO of CUH, said: 

“I was delighted to welcome colleagues from Healthwatch to CUH and to share the progress we have made to our urgent and emergency care services since their 2022 report. We are proud of the work undertaken to improve the experience of our patients.

We know there is more to do, and feedback from patients continues to be at the heart of how we shape our services. We value our ongoing partnership with Healthwatch and look forward to continuing to work together as we build on this progress."