Electronic Referral Optimisation System

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Summary of report content

Healthwatch Kent worked with the Kent and Medway Integrated Care Board to carry out engagement on the implementation of the Electronic Optimisation Referral System.   This was to form a baseline to evaluate the service.

They spoke to 104 people across Kent asking them to share their experiences of the current hospital referral service:

  • 79% said that they were not given a choice of hospitals. 
  • 63% of respondents were not given an estimate of how long they would be waiting for an appointment. 
  • 36% of the people who were told their appointment had been delayed said they were not aware of the cause. 
  • 32% of respondents rated their satisfaction with the current referral service as ten out of ten. 
  • 29% of respondents did not receive an appointment letter.

Healthwatch Kent state that when they return in November 2024 to undertake the second round of engagement they expect to find:

  • A 30% decrease in the number of people not being given a choice of hospital for their appointment. 
  • A 20% decrease in the amount of people not being told an estimated waiting time for their appointment. 
  • A 10% decrease in the how many people are not receiving an appointment letter. 
  • A 5% decrease in the number of people not being told about the cause of delay for their appointment

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General details

Local Healthwatch
Healthwatch Kent
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Report
Key themes
Administration (records, letters, results)
Consent, choice, user involvement and being listened to
Referrals
Remote appointments and digital services
Waiting for appointments or treatment; waiting lists for treatment

Methodology and approach

Was the work undertaken in partnership with another organisation?
Yes
Name(s) of the partner organisation(s)
Kent and Medway ICB
Primary research method used
Engagement event
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Hospital services- not stated
Orthopaedics and fracture clinic

Details of people who shared their views

Number of people who shared their views
104
Did you find this attached report useful?
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