Mood of the public: elective care recovery

Healthwatch Blackburn with Darwen, Blackpool, Cumbria and Lancashire surveyed 65 people and conducted six follow-up case studies to understand public attitudes towards elective care waiting lists during the Covid-19 pandemic. The research explored whether people would accept changes to their care, such as seeing a different consultant or attending a different hospital, if this would reduce waiting times. Most respondents had been waiting more than three months for treatment, with nearly three in ten having waited over a year. A strong desire to reduce waiting times emerged throughout the findings. 

The majority of respondents were willing to accept changes to speed up treatment, particularly if they could keep the same consultant. Around 89% said they would accept treatment at a different hospital with the same doctor and the same proportion would accept treatment at a private hospital if delivered by their existing consultant under the NHS. Acceptance fell when a change of consultant was involved, especially when both the consultant and hospital changed. Common concerns included continuity of care, quality of treatment, effective sharing of medical records and trust in unfamiliar clinicians. Transport, parking and travel distance were also important considerations. 

Communication emerged as one of the most significant problems. Many respondents reported receiving few or no updates whilst waiting and often felt forgotten by the system. Several case study participants described having to repeatedly chase hospitals themselves for information, while others spoke of cancelled appointments, poor responsiveness and difficulties obtaining accurate updates. Survey participants frequently stated that regular progress updates, clear explanations and reassurance that they remained a priority would have improved their experience. 

Healthwatch concluded that most people would consider changes to their care pathway if this reduced waiting times, although patients generally preferred changing hospitals rather than changing consultants. Recommendations included offering patients more choice where capacity exists, improving communication with those on waiting lists, ensuring medical records are effectively shared between providers, providing regular updates to patients, and reassuring people that their treatment remains important despite pandemic-related delays. The report also highlighted the need for additional engagement with under-represented communities and for better methods of public involvement beyond traditional surveys.