Do health and social care services in Tower Hamlets work well together?

Healthwatch Tower Hamlets undertook research on whether health, social care and community services in the borough work well together. They carried out a snap survey with 16 respondents, conducted in-depth interviews with people who had complex health needs and analysed existing patient feedback collected during 2017 and 2018. 

The report found mixed experiences of joined-up care. Positive examples highlighted how effective communication, timely referrals and good coordination between GPs, hospitals, mental health professionals and community services helped people access support, manage long-term conditions and maintain independence. Patients particularly valued services that worked collaboratively, communicated clearly and signposted them to additional sources of support. 

However, many participants described poor coordination between services. Common concerns included delayed or lost referrals, poor communication between hospitals and GPs, administrative errors, difficulties accessing specialist appointments, inadequate discharge planning and a lack of information about available support. People with complex health conditions often reported having to coordinate their own care or repeatedly explain their circumstances to different professionals. 

Healthwatch Tower Hamlets concluded that services should work more closely together through integrated models of care. Participants broadly supported the creation of health and wellbeing hubs that bring together GP, community, social care and voluntary sector services in one place, as well as condition-specific support groups led by health professionals. The report recommended improving communication between organisations, strengthening integrated working, expanding opportunities for peer support and making it easier for people to access coordinated care and information.