Local people's views on the referral process from general practice to secondary care

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Summary of report content

This is a report from Healthwatch Birmingham. The project looks at referrals from GP onwards.

This report is based on feedback from Birmingham residents collected between April 2023 and March 2024. There were 2376 pieces of feedback about general practice and 2937 about hospitals, covering 258 general practices and four hospital trusts.

This report is based on feedback about three key areas:

• GP referral to hospitals.

• Access and waiting for hospital appointments.

• Treatment at hospitals.

Analysing this feedback reveals three areas for improvement which will help reduce demand 
for services, support improvement and increase patient satisfaction. 

• Improved referral process, with better integration and communication between services. 

• Managing patient expectations through clear explanation of the referral process, likely waiting times and what to expect at appointments. 

• Regular updates for patients during the referral process

A series of improvements are outlined at the end of the report.

There are follow up actions in this report. Ongoing conversations are planned with NHS BSOL, local NHS Hospital Trusts, and the local GP Provider Support Unit. Also changes made will be highlighted to the public.

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General details

Local Healthwatch
Healthwatch Birmingham
Publication date
Key themes
Access to services
Accessibility and reasonable adjustments
Administration (records, letters, results)
Booking appointments
Service organisation, delivery, change and closure
Waiting for appointments or treatment; waiting lists for treatment

Methodology and approach

Primary research method used
Survey

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)
Hospital services- not stated

Details of people who shared their views

Number of people who shared their views
5313
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