The Experience of Outpatients
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Healthwatch Bexley, Healthwatch Greenwich and Healthwatch Lewisham were commissioned by Lewisham and Greenwich NHS Trust to undertake engagement on people’s experience of outpatients’ departments. They ran a survey, undertook face to face engagement, did focus groups and compiled cases studies. Altogether they spoke to 998 people.
Over a third wanted to be contacted by text message, over a quarter by letter and nearly a quarter by phone.
Over nine in ten were given enough notice of their appointment. Late notice of appointment was particularly problematic for working patients.
Over three quarters found it easy to make contact about their appointment. Those that found it difficult cited poor telephone access or numbers not working and messages not responded to.
Four in five received information about the appointment and what to expect. Over nine in ten easily found their appointment venue.
Four in five said that the explanation of their treatment or diagnosis was sufficient. Nearly three quarters felt informed about their result or follow on contact. Nearly nine in ten felt positive about the staff.
The report contains 12 recommendations aimed at improving outpatient appointments.