Patient appointments at Walsall Manor Hospital

Healthwatch Walsall undertook a review of patient experiences of outpatient appointments at Walsall Manor Hospital following recurring concerns about appointment cancellations, delays and poor communication. The project gathered feedback from 211 survey respondents and included observational visits to the hospital. Overall, patients were positive about the quality of clinical care they received and frequently praised staff for their professionalism, kindness and support. 

The main concerns related to appointment administration rather than clinical care. Nearly a quarter of respondents reported that their appointment did not take place as scheduled, and over half of those whose appointments were cancelled said they were not told why. Patients described cancelled appointments, incorrect clinic information, long waits, communication failures and difficulties obtaining updates about referrals, results and follow-up care. Healthwatch observations also identified examples of patients attending appointments that had been cancelled, being directed to the wrong department or receiving inaccurate appointment information. 

Accessibility and communication were recurring themes. Some patients felt rushed during consultations or inadequately informed about their care, while others highlighted problems with booking systems, administrative errors and delays in diagnosis or treatment resulting from appointment issues. Healthwatch also raised concerns about communication methods not always meeting the needs of patients with disabilities, including a registered blind patient who continued to receive inaccessible text message appointment notifications despite requesting alternative contact methods.

Overall, Healthwatch concluded that while clinical care at Walsall Manor Hospital is generally well regarded, improvements are needed in appointment scheduling, communication, accessibility and coordination between departments. Recommendations focused on reducing appointment errors and cancellations, improving communication with patients, strengthening interdepartmental processes, ensuring accessible communication methods and continuing to monitor patient experiences of outpatient services.