Patient Experience of Outpatient Services at The James Cook University Hospital

Healthwatch Middlesbrough and Healthwatch Redcar and Cleveland surveyed 209 patients, carers and family members attending outpatient departments at The James Cook University Hospital, including cardiology, endoscopy, gynaecology, ophthalmology and trauma clinics. The work was commissioned by NHS South Tees CCG to explore patient involvement in decision-making and views on how outpatient services could be delivered in the future. 

Overall, patients reported very positive experiences of their care. More than 90% said the need for treatment had been fully explained, they understood the next steps in their care plan and had been given information to help manage their condition. Most attendees were follow-up patients, and 96% felt their appointment had been necessary. Patients also reported feeling involved in decisions about their care and treatment. 

When asked about future outpatient appointments, patients strongly preferred traditional face-to-face consultations. While some were open to alternatives such as telephone appointments, there was limited interest in online consultations or group appointments. Most respondents preferred appointments to remain at The James Cook University Hospital, although some felt local community clinics, GP practices or hospitals closer to home would be more convenient. 

Although many respondents said nothing needed improving, concerns were raised about waiting times, parking charges, patient transport delays, privacy at reception desks and communication about appointment delays. Healthwatch concluded that patients were generally satisfied with outpatient services but recommended improved patient engagement processes, clearer consultation materials and better information to support informed decisions about any future changes to outpatient care delivery.