Outpatients report

The theme of outpatient services became part of Healthwatch Isle of Wight’s workplan for 2014-15 following public engagement. Cancellation of appointments was adopted as the focus of the work, in particular the effects experienced by patients.

Healthwatch I.W. worked closely with the Isle of Wight NHS Trust, who had also decided this topic needs attention. In December 2014 and January 2015 a survey on patient experience was conducted to which there were 202 responses.

Overall, patients expressed satisfaction with services, with the majority not experiencing any appointment cancellations over the previous year. A concern was identified over occasions where patients had arrived at clinics to find their appointment cancelled. Of those who had experienced cancellations over the previous year, 23% of respondents reported at least one of these un-notified cancellations. The impact described by patients of cancellations ranged from incurring unnecessary travel expense or changes to caring arrangements (for unnotified cancellations) to anxiety about delayed diagnoses or feeling that medical conditions had worsened, with more intense treatment required. Where cancellations occurred, most patients reported between one and three cancellations for each “care episode” (the number of times a specific visit had been postponed). Patients experienced inconsistent levels of information on reasons for cancellation. Broader issues around communication and record-keeping were also identified.

Healthwatch I.W. looks forward to keeping in close touch with the Isle of Wight NHS Trust in meeting the recommendations in this report.