Decommissioning of lower back pain procedures in Hillingdon: the patient experience

In June 2018, The Hillingdon Hospitals NHS Foundation Trust sent a letter to all patients affected by the implementation of two Low Back Pain Policies which had resulted in the decommissioning of acupuncture, for all interventions, and several spinal injection treatments.

A total of 1,279 letters were sent and 40 individuals subsequently contacted Healthwatch Hillingdon to speak about their concerns and anxieties and gave their feedback.

The results of the report state that the patients were shocked and confused to receive the letter. They thought that there was a lack of information as well as a lack of support for them. Patients wanted to know why they hadn’t been told of the decision much earlier and felt that they had been left without treatment for their condition.

A follow-up feedback from 21 patients a month later revealed that only one patient was actively receiving treatment. Patients reported that the contact they’d had with NHS organisations, and the response from NHS professionals, had not eased their anger or confusion.

The report made several recommendations for commissioners and service providers to consider regarding future policy implementation which included learning lessons and producing a framework; have a clear and consistent approach; identify clear roles and responsibilities of commissioners and providers; engage with the affected patients and stakeholders; forward this report’s findings to the Health and Wellbeing Board and the External Services Scrutiny Committee; add Healthwatch Hillingdon details in all future patient communications. This process was expected to be published to an agreed start date.