Infants and young children; their healthcare journeys
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Healthwatch Dudley undertook research on the healthcare journeys of infants and young children when they become unwell. They spoke to 43 families at Russells Hall Hospital, collecting 43 detailed stories from 41 mothers and 18 fathers about how they sought advice and treatment for infants and children, many of whom were under 13 months old.
The research found that parents, particularly mothers and younger parents, often felt anxious and uncertain when a child became unwell. Many experienced difficulties accessing GP appointments and some reported being directed to hospital because no appointments were available. Parents valued services that prioritised young children and provided same-day appointments, but others described delays, long waits and confusion about where to seek help. Experiences of NHS 111 were mixed, with some parents finding it helpful while others felt the process was slow and repetitive.
Parents generally praised the care provided by clinicians once they reached hospital, particularly in the Paediatric Assessment Unit. However, many reported poor communication, uncertainty about waiting times, having to repeat information to different staff and confusion about the difference between urgent care and emergency care. The report also highlighted concerns about the design and layout of the Emergency Treatment Centre and Children's Emergency Department, which some parents found confusing, crowded and lacking clear information.
Healthwatch Dudley concluded that parents need better information, clearer healthcare pathways and more consistent support when a child is unwell. Recommendations included improving access to GP services, targeting information to younger and first-time parents, improving communication between clinicians and families, making hospital environments more welcoming and informative, reducing confusion about urgent and emergency care services, and developing more joined-up healthcare pathways through greater collaboration between services and co-production with parents and carers.