Circle Musculoskeletal Service Report 2018

Healthwatch Greenwich reviewed the new Circle MSK service following its introduction in 2017 as the single access point for musculoskeletal services, including physiotherapy, pain management and orthopaedic referrals. Using surveys, focus groups, Enter and View visits and ongoing contract monitoring, Healthwatch found that overall patient experiences were largely positive, with many people praising the quality of clinical care, the efficiency of the service and the modern facilities at Eltham Community Hospital. Circle's own feedback data showed that around 95% of patients would recommend the service. 

Patients generally valued the purpose-built premises, short waiting times for initial assessments and the professionalism of clinical staff. Many reported feeling listened to, involved in decisions and given useful treatment or management advice. The model was seen as helping streamline referrals and reduce delays compared with traditional pathways. Healthwatch also observed that the provider was responsive to feedback, making improvements to signage, patient information, waiting areas and complaints processes during the review period.

The main concerns related to administration rather than clinical care. Some patients reported difficulties contacting the service by telephone, delays or failures in receiving appointment letters, confusion about referral pathways and challenges navigating the system, particularly for people with hearing impairments, disabilities or complex health needs. There was also limited awareness of appointment choices, concerns about accessibility of written information, and occasional delays between assessments and treatment appointments. 

Healthwatch concluded that the Circle MSK service was providing a generally high-quality service with strong patient satisfaction, but recommended improvements to communication, accessibility and care coordination. Key recommendations included providing information in larger print and multiple languages, offering additional communication methods beyond telephone contact, introducing support or care coordination for people with complex needs, improving awareness of appointment choices, publishing more performance information, and strengthening follow-up feedback processes.