Waiting for hospital treatment; a qualitative report on patient experience in Southwark

Healthwatch Southwark undertook research on people's experiences of waiting for hospital treatment. They spoke to 11 people with multiple long-term health conditions and disabilities, including several people with visual impairments, who were waiting for treatment at Guy’s and St Thomas’ or King’s College Hospital. 

Participants described waiting as being characterised by uncertainty, feeling they had to fight for information and care, periods of crisis, and eventual resignation. Many experienced poor communication, long periods without updates, confusion about next steps and difficulties knowing who to contact. These experiences often increased anxiety, frustration and a sense of lost control, particularly for people already managing complex health conditions. 

Waiting frequently had a negative impact on mental and physical health. Participants reported worsening symptoms, deterioration in mobility, stress, depression, strained relationships and, in some cases, loss of confidence in services. Many felt they had to repeatedly chase appointments and information, while the Covid-19 pandemic further reduced communication and increased feelings of uncertainty and isolation. Despite this, participants were generally understanding of NHS pressures and appreciative of staff when communication was open, honest and compassionate.

Healthwatch Southwark recommended providing regular updates to patients throughout their waiting journey, introducing systems to identify when action has stalled, improving support for people with multiple long-term conditions, signposting patients to mental health support while they wait, promoting positive communication between staff and patients, and ensuring patients receive information about feedback, complaints and advocacy services.