Enter and View: Connect Health

Healthwatch Oxfordshire visited the Connect Health clinics at Hanborough House Botley, Bicester Community Hospital and Townlands Community Hospital at Henley-on-Thames, in April and May 2025. The visits were part of a programme of visits to a range of services within Oxfordshire. 

During these three visits Healthwatch Oxfordshire spoke to 14 patients and 21 members of staff.

Key findings

• There was no clear external signage at any of the three locations.
• There was a lack of leaflets and information about the service available for patients.
• The atmosphere at all three clinics was calm and the units were clean.
• The staff team were friendly but very busy.
• There were no receptionists at any of the clinics and patients were required to use a digital self check-in system. Some patients were not happy about the self-check in process and found it challenging.
• Parking was an issue raised by patients particularly at Hanborough House. They also described the lack of public transport to this site. Patients at Townlands Hospital complained about the distance they had to travel for the service.
• The water fountain at the Bicester site was not working and there were no fountains provided at Hanborough House or Townlands Hospital.
• Patients were not aware that they were entitled to an interpreter.

Recommendations

In its report, Healthwatch Oxfordshire made the following general recommendations for Connect Health:

• Ensure patients receive appointments in a timely manner and by a communication method that suits them.
• Work actively to reduce waiting times for telephone callers.
• Produce a leaflet to clearly explain to patients the pathway followed before an onward referral is considered.
• Review the patient referral form to ensure that the data being requested from patients is relevant and clearly explain why the data being asked for is relevant to the purpose.
• The presence of an admin staff at the reception could benefit patients to navigate the service and support in digital check-in.
• Work to actively match patients with the service in their local area thereby reducing the amount of travel patients need to undertake when attending appointments.
• Seek to provide services at locations that are accessible with parking and with good transport links and provide information about accessing services via public transport.
• Offer translated materials for patients and ensure patients are aware of their right to an interpreter.
• Update noticeboards including with performance information.
• Provide water fountains for people in the waiting areas.
• Provide information about access to a hearing loop at the clinics.
• Display clinic opening times.

In addition, Healthwatch Oxfordshire made a series of specific recommendations for each site.  

The report includes a detailed letter from the Head of Operations at Connect Health responding to the visit findings and setting out how the service will respond to the recommendations made.