Intermediate Care Journeys Summary Report

Healthwatch Warrington explored the experiences of people using intermediate care services through 13 interviews and 7 case studies involving patients, carers and professionals. The study found that experiences varied considerably, but intermediate care worked best when services communicated effectively, coordinated care well and involved patients, families and carers in decisions about treatment and discharge. 

A recurring concern was that patients were not always sufficiently involved in decisions about their care or fully informed about why certain decisions had been made. While respondents generally reported being treated with dignity and respect, satisfaction with involvement in treatment and discharge decisions was significantly lower than for other aspects of care. Some individuals also described confusion about transfers between services, discharge plans and the purpose or likely outcomes of intermediate care. 

The research highlighted the importance of communication throughout care journeys, particularly when people moved between hospitals, intermediate care and community services. Poor communication between services, patients and families was found to slow recovery, create anxiety and occasionally lead to inappropriate or delayed support. In contrast, positive experiences were associated with clear information, coordinated care planning and staff who listened, explained decisions and treated people as individuals. 

Overall, Healthwatch concluded that intermediate care is highly valued and can be very effective when delivered collaboratively and compassionately. Key recommendations included involving patients more fully in decisions about treatment and discharge, improving staff confidence in having difficult conversations, and ensuring that patients, carers and families clearly understand a person's health condition, treatment goals and care plans at every transition between services.