Moving Stories

Healthwatch Sheffield carried out a review of musculoskeletal (MSK) services, gathering feedback from 112 survey respondents and 15 people who shared detailed patient journeys. The study explored experiences of accessing care for conditions affecting muscles, bones, joints, tendons and ligaments. Overall, most people reported that waiting times were reasonable, with 60% receiving specialist appointments within six weeks of referral. However, many patients felt they lacked sufficient information and support throughout their care journey.

A key finding was that although many patients were given advice about self-management and pain control, they often felt it was not enough. More than half of those who received self-management information felt the amount provided was insufficient, and the same pattern was seen for pain-management advice. Respondents frequently highlighted the importance of exercise, physiotherapy, self-care and continuity with a trusted GP. Several reported that seeing different doctors made it harder to manage their condition effectively. 

The report also identified uncertainty about where to seek help between appointments. While many patients knew where to obtain general information, over 30% said they did not know what to do if they urgently needed help with their condition. More than a third reported not knowing who to contact if their symptoms worsened before their next scheduled appointment. Healthwatch recommended providing patients with simple contact information cards and ensuring they had a named person they could contact for advice and support. 

One of the strongest themes was the emotional impact of living with an MSK condition. People described feelings of depression, frustration, helplessness, guilt and social isolation. Despite this, 72% of patients reported receiving no emotional support or information from their GP, and 80% reported receiving none from specialist services. Participants felt emotional wellbeing was often overlooked, even though chronic pain and restricted mobility had a significant effect on everyday life, relationships and mental health. Healthwatch recommended developing information resources specifically addressing the emotional consequences of MSK conditions and incorporating emotional wellbeing into longer-term outcome monitoring. 

Patients generally felt they were treated as individuals, but some expressed frustration about limited explanations regarding diagnoses, referral decisions and treatment options. Several said they wanted more information about why certain investigations or treatments had not been offered. Patient journey work highlighted barriers including inappropriate referrals, difficulty accessing specialists, delays in testing and insufficient information. Healthwatch concluded that improving communication, emotional support, self-management resources and ongoing patient guidance could significantly improve the experience of people living with MSK conditions in Sheffield.