Experience of Elective Care Waiting Times in North East Essex

Healthwatch Essex wanted to understand people’s experience of hospital waiting lists.  They undertook a survey and interviews to understand people’s experience.  They spoke to 23 people.

Awareness of the options available to service users when they are first referred is very low. Most people were not aware they have a choice of where they are referred, and over 76% did not know they could find out about different waiting times at different hospitals. Without knowing the options, patients cannot make informed decisions regarding their choice of treatment. It’s not just about waiting times. The ‘best’ choice for the patient can be strongly linked to convenience for their support network, public transport issues, anxiety from previous experience at a particular location and numerous other factors.

Surgeries should liaise with their Care Advisers and maintain regular contact with patients while they are waiting, especially when planned procedures are cancelled or postponed. This will help ensure their wellbeing is always at the top of the agenda. Visits to see and talk to patients or appointments for them to attend the surgery can be diarised, giving reassurance that they are still being cared for. Support systems need to be put in place to ensure patients’ mental and physical wellbeing is managed as best as it can be while they are waiting. The right training to talk with them, and a good knowledge of local signposting services such as Healthwatch and others can help maintain their overall health.

Departmental letters that cancel elective procedures should be written in an empathic way, including signposting patients to sources of help and support. Ideally, letters should be backed up by a phone call to reassure people that they are not being discarded, they are still a priority, and everything is being done to get them in as soon as possible.

The survey highlighted that it is almost impossible to be on a waiting list, and at the same time carry on with life in a completely normal way. To a greater or lesser degree, every element of daily life can be affected. People are regularly left feeling lost, unable to get anyone to listen and unable to take back any control of the void they are suspended in. Healthcare professionals must appreciate the ongoing back story of every patient and ensure their concerns are fully addressed and they get the right help and support, at the right time, and in the right way.