Improving the Outpatient Experience: Patient feedback from deliberative engagement workshops 2023

Healthwatch in Sussex was commissioned by NHS Sussexto run workshops with the purpose of gaining participant views on new initiatives being explored to improve the Outpatient experience. Healthwatch Brighton and Hove led the project, supported by colleagues in East and West Sussex. 31 participants attended from across Sussex, representing people who had attended an outpatient appointment and those people on the outpatient waiting list. Participants represented a diverse profile in age, ethnicity, sexuality, and health needs. The purpose of the workshops was to review four proposed initiatives to transform the outpatient experience, as part of NHS England’s Outpatient Recovery and Transformation Programme.

The participative workshops improved participants' knowledge of the different parts of the Outpatient Recovery Programme.

Participants thought Advice & Guidance made good sense in theory but were concerned that some conditions and some individuals were not suitable for this system.

Participants felt that Utilising System Capacity (Patient Choice) could help respond to local demand pressures. However, if the offer is further away than the patient’s local hospital, this may exclude some patient groups.

Participants felt Patient Initiated Follow-up (PIFU) was a good example of giving patients some control over their own healthcare journey. However, some patients would need additional support and for other patients, PIFU may not be suitable.

Participants disagreed with one another about patient responsibility around reducing Did Not Attends. Some participants felt that DNAs should go to the bottom of the waiting list. Other patients suggested that financial and deprivation reasons caused patients to DNA.

Some findings related to some or all of the initiatives discussed:

• As the patient journey started with the GP, participants stressed how important it was for the GP to be up to date with information, to give time to listen and respond empathetically to patients. Where patients had additional needs or needed extra support, this should be noted on patient records and play a role in the way they were treated throughout their healthcare journey. 
• Participants were shown several samples of NHS patient information, and similar observations were raised across all the examples. Information was often lengthy and unclear; some practical information was not included, and not enough emphasis was given to the important facts that patients needed to know. Co-production with patients could benefit development of future patient information and any related communication. 
• Participants felt publicity for introducing service changes to the outpatient system, should be widespread, in various formats, and local organisations could be helpful in promoting this. 
• In summary, to ensure the transformation of outpatient services was effective participants felt patients should be kept at the heart of all proposed initiatives.