Outpatient Service Engagement

Healthwatch Herefordshire undertook research on the experiences of patients accessing outpatient services in collaboration with the Outpatient Transformation team at Wye Valley Trust. In the period from July to September 2022, 121 service users responded to their survey.

78% of respondents commented their experience of communication regarding their appointment was either very positive or positive. The current methods of communication are mainly letters with some text reminders and some telephone calls being made.

82% of respondents said they found it very easy or easy to find their appointment, however there were many comments and suggestions relating to navigating the hospital. There were a number of suggestions for a map of the hospital site in the main reception allowing patients to see where they needed to go to.

36% of people reported that they had experienced delays for their appointments. Patients have different reactions to delays with some being very understanding, acknowledging when staff and departments are busy and coming prepared to wait, whilst others find it very frustrating, particularly if they have arranged appointments around work schedules, transport or become anxious about issues such as parking arrangements. Of the people that had delays, 79% reported there was not adequate communication about this.

Whilst many patients were happy to explore new ways of using technology to communicate regarding appointments, the majority of respondents felt that their appointments could not be done via telephone or video with 93% saying they didn’t think the appointment could be done via video and 94% saying their appointment couldn’t be done over the phone.

Many of the suggestions from people with multiple conditions were related to sharing of health records between different departments to avoid duplication and to be able to treat the patient in a holistic way without the patient repeating their story.