Circle Musculoskeletal Service patient experience survey

Healthwatch Central Bedfordshire were commissioned by Circle MSK, the provider of integrated muskuoskeletal (MSK) services across Bedfordshire, to conduct an independent patient experience survey to gather feedback from patients who have had experience of the MSK Service in the twelve months prior to December 2017.

Their were 78 respondents to the survey which was specifically designed to understand current service delivery from the patient’s perspective, with a focus on their current and/or previous experience including how patients accessed the service.

Overall, the survey shows satisfaction with the Circle MSK service is generally good, although it is clear from the comments from patients who completed the survey that there are polarised opinions about the service. Where the service meets the needs of patients, respondents were clearly satisfied with the service; a locally delivered service, with skilled and caring staff, were all highlighted as key components of a quality service delivered by Circle MSK. However, it appeared, through the narrative of a number of patient responses, that those with complex care needs were less than satisfied with the service. A number of factors contributed to these experiences, including issues with waiting times, referral issues and treatment concerns.

The report made seven recommendations which centred around better promotion of referral methods and the choice of place of treatment, improving treatment pathways for patients with complex needs and more transparency with regard to pathways and treatment options, including the availability of services and the rationale, or explanation, for those who may be ineligible.

No response from the provider was included.