Complex Needs Toilet – Accessibility and Awareness
Issue Raised
During a visit to JCUH, conversations were held with several wheelchair users and their carers, all of whom highlighted the need for additional space and support when using toilet facilities. Specific issues raised included:
- The accessible toilet near the Atrium being too small to accommodate both the individual and their carer.
- One individual reported being challenged by a cleaner for entering the accessible toilet with their partner.
- A carer shared that, due to lack of suitable space, she was forced to drain her husband’s catheter in a corridor and then empty it into the toilet.
- None of the individuals spoken to were aware of the availability of a larger accessible or complex needs toilet.
Further enquiries with reception staff confirmed that JCUH does have a complex needs toilet, which can be accessed using a fob available from reception. However, awareness of this facility was very limited.
Patients and carers advised that clear signage in or on the doors of standard accessible toilets—directing people to speak to reception if additional space was required—would significantly improve awareness and dignity.
Actions Taken
In response to this feedback, signage has now been installed to clearly inform patients, visitors, and carers about the availability of the complex needs toilet and how to access it.
Impact
Since the introduction of this signage:
- Use of the complex needs toilet has increased significantly. In the last 3 months, the toilet has been used over 70 times.
- Patients and carers are more aware of alternative facilities that better meet their needs.
- This has led to a more dignified, supportive, and positive experience for disabled patients and those requiring assistance, reducing distress and inappropriate use of unsuitable spaces.
This simple but effective change has made a meaningful difference to accessibility within the hospital and demonstrates how listening to lived experience can directly improve patient care and inclusivity.
