Patients’ Perspectives of the Royal Sussex County Hospital Outpatients’ Departments, July 2016 - Overview Report

Healthwatch Brighton and Hove carried out a review of outpatient departments at the Royal Sussex County Hospital in 2016 following concerns raised through a Care Quality Commission inspection and ongoing feedback from patients. Healthwatch volunteers interviewed 117 patients across a range of clinics, including cancer, eye, fracture, physiotherapy, rheumatology, ENT and gynaecology services. Overall, patients were very positive about the quality of clinical care, with 95% rating their consultation experience as good. Patients frequently praised doctors, nurses and therapists for their professionalism, explanations and the care provided during appointments. 

The main concerns related to the referral and appointment process rather than the consultations themselves. Patients reported long waits for appointments, cancelled appointments, difficulties contacting clinics and problems obtaining clear information about bookings. Around 22% reported a previous appointment had been cancelled, while many described confusing or contradictory appointment letters and difficulties getting responses to telephone enquiries. Delays and administrative problems were a recurring source of frustration and anxiety. 

Patients were generally satisfied with outpatient environments, although experiences varied between departments. Common issues included poor signage, long waits on the day of appointments, ventilation problems, overcrowded waiting areas and concerns about privacy at reception desks where confidential conversations could sometimes be overheard. Healthwatch also identified concerns about patient transport services, with some patients reporting transport delays, missed appointments and difficulties contacting the provider.

Healthwatch concluded that while the quality of treatment in outpatient clinics was highly regarded, improvements were needed in appointment management, communication and the physical environment. Recommendations included improving booking and cancellation systems, providing better information about delays, improving signage throughout the hospital, strengthening patient confidentiality at reception areas, improving waiting environments and continuing efforts to improve patient transport arrangements.