Musculoskeletal self-referral pathway review

Healthwatch Wirral surveyed Wirral residents who self-referred into the Wirral Musculoskeletal (MSK) Service at Wirral University Teaching Hospital NHS Foundation Trust. The self-referral service was available at a number of GP practices during its trial stage.  They wanted to understand people’s experience of the self-referral process, including its ease of use and any accessibility challenges they may have faced. 

A total of 133 patients were contacted. Of these, 32 did not respond and 11 declined to participate, resulting in 90 completed responses. 

Overall, the findings indicate that most patients found the self-referral process straightforward and easy to complete. However, some reported difficulties with digitalonly channels, which highlights the importance for multiple referral options to avoid worsening health inequalities for those who struggle digitally. 

Respondents generally reported good accessibility to service locations and expressed positive sentiments about staff friendliness, which contributed to a smoother referral experience. Moreover, Healthwatch Wirral recorded that negative feedback focused on long waiting times and limited appointment availability as only 45.6% (41 out of 90) of respondents had received an appointment at the time of completing the telephone survey.

As the MSK self-referral process is currently within its trial phase, Healthwatch Wirral recommends undertaking a full impact assessment prior to extending the model out to other GP practices in Wirral