Countess of Chester Hospital launches a virtual tour for patients

The Countess of Chester Hospital is the first district general hospital in Cheshire and Merseyside to introduce an interactive digital tour designed to support autistic patients and individuals with additional needs ahead of their appointments.

For many, the uncertainty of a hospital visit can cause such intense anxiety that it leads to delayed or avoided care. The National Autistic Society reports that around half of autistic people experience high levels of anxiety related to hospital visits, with 51% finding waiting rooms particularly distressing.

This new digital tool seeks to ease those concerns by offering patients and carers the opportunity to explore the hospital environment in advance. Unlike traditional videos, the tour is fully interactive, featuring 360° navigation, clickable hotspots, and access to key areas such as outpatient departments, waiting areas, X-Ray and endoscopy suites.

The initiative was developed in response to direct feedback from individuals with additional needs, who expressed concerns about navigating hospital settings. Created in collaboration with the hospital’s Safeguarding and Complex Care Team, and designed by Bartex Design, the tool helps patients and families familiarise themselves with the environment, reducing anxiety and making visits feel more manageable.

Mark Bartram, founder of Bartex Design, said: 

“When my son was younger, every hospital visit was a battle. The unknown was terrifying for him – the corridors, the waiting rooms, the clinical spaces he couldn’t picture. His anxiety would spiral before we even left the house. I remember thinking, if only he could see what was coming, it might take away some of that fear. That’s why this project matters so much to me. It’s not just a virtual tour; it’s a lifeline for families like ours.”

Funded by NHS Cheshire and Merseyside, this initiative is a key part of the Trust’s Additional Needs Strategy, which is focused on making healthcare more inclusive for autistic individuals, as well as those living with dementia, learning disabilities, mental health conditions, and physical disabilities.

The launch also aligns with the Trust’s Patient and Family Experience Strategy, which emphasises the importance of listening to patients and acting on what matters most to them. It demonstrates the Trust’s ongoing commitment to improving services in response to national performance challenges.

Jill Cooper, Associate Director of Nursing (Safeguarding and Complex Care) at the Countess of Chester Hospital NHS Foundation Trust, said:

“We are deeply committed to enhancing patient experience. Tools like this show that we’re not standing still – we’re listening, learning, and making meaningful changes that truly benefit our patients and their families.”

Alistair Jeffs, Director at Cheshire West and Chester Borough Council and chair of the West Cheshire Learning Disabilities Partnership Board, said: 

“It’s easy for the needs of a smaller group to be overlooked, but what the Countess of Chester Hospital has done here sends a powerful message to the wider NHS: every patient matters. By listening to feedback and investing in real change, our local hospital shows that inclusion isn’t an add-on, it’s central to good care. We’re proud to see this leadership from Chester and hope other hospitals follow suit.”

While some hospitals offer basic video guides, fully interactive tours like this are still uncommon across the NHS. The Countess of Chester Hospital is proud to be one of the first in the region to provide this level of tailored support – part of its broader commitment to improving services in response to recent national performance challenges.

Although the tour was developed with patients with additional needs in mind, it is freely available to everyone via the Trust’s website. The Countess of Chester Hospital NHS Foundation Trust hopes it will also benefit other patients and families by helping them feel more informed, reassured, and confident about visiting the hospital – reinforcing its dedication to openness, transparency, and creating a welcoming environment for all.

Explore the virtual tour now: 

https://www.coch.nhs.uk/patients-visitors-and-public/about-your-hospital-visit/before-you-arrive/interactive-virtual-tour.aspx