Communicating change

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Summary of report content

Healthwatch Leeds wrote a briefing paper on the feedback they had received about changes to three services and the impact on service users.  The changes were:

  • Change of provider for children's orthodontics provider
  • Change of audiology provider
  • Removal of public access to the adult mental health crisis Single Point of Access phoneline

In all three situations, poor, limited and confusing communications had exacerbated problems.

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General details

Local Healthwatch
Healthwatch Leeds
Publication date
Key themes
Access to services
Communication with patients; treatment explanation; verbal advice
Service organisation, delivery, change and closure
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
General feedback
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
Dentist
Ear, nose and throat, audiology and maxillofacial services
General Practice (GP)
Mental health crisis service
NHS 111

Details of people who shared their views

Number of people who shared their views
230
Types of disabilities
Sensory impairment
Mental health condition
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