Healthwatch Brighton and Hove Hospital Discharge Wellbeing Project (HOPs) - April 2020 to January 2022

Healthwatch Brighton and Hove’s Hospital Discharge Wellbeing Project (HOPs) was established in April 2020 to support people shortly after discharge from hospital. By January 2022, 6,530 people had been referred to the service and 2,404 patients had received a follow-up wellbeing call from trained volunteers. The project aimed to identify any problems after discharge, provide reassurance and signpost people to community support services. The service was recognised nationally as an example of good practice and attracted interest from health systems elsewhere in England and Scotland. 

The project found a clear ongoing need for additional support after discharge. Around 23% of people contacted had concerns or questions relating to their discharge, and 23% were referred on for further community support. Common issues included care packages, medication queries, equipment problems, access to services and wider wellbeing concerns. Healthwatch also identified significant levels of loneliness, financial worries, food insecurity and unmet social care needs among people discharged from hospital.

Feedback about the service was extremely positive. Ninety-nine per cent of people contacted accepted the call, 97% said it was helpful and 75% agreed to future follow-up contact. The project helped resolve practical problems including missing mobility equipment, confusion about medication, difficulties accessing community support and concerns about mental health. Only four discharge cases required escalation because discharge arrangements appeared not to have been managed appropriately, providing reassurance about the overall safety of local discharge systems. 

Healthwatch concluded that the project provides a valuable safety net following discharge and helps identify unmet needs that may not be apparent while a person is in hospital. The report highlighted the importance of early follow-up, good communication, effective hospital discharge planning and strong links between hospital, primary care, social care and voluntary sector services. Volunteers and NHS partners consistently described the service as improving patient experience and helping vulnerable people receive timely support after returning home.