Patient Experience report in Lincolnshire for March 2016

Healthwatch Lincolnshire produced a report for general patient feedback raised between the 1st and 31st March 2016. Healthwatch Lincolnshire gathers and produces monthly reports to share with providers and commissioners what the patient population is sharing in that month.

202 items of patient and family feedback were shared in this report.

The trend running throughout the report relates to how patients are reporting their experiences regarding communication.

Examples of this included

• Mental health services – patients feel the manner in which diagnosis and support is not being delivered in a caring and compassionate way.

• Prescription – lack of communication regarding prescribed medication.

• Reception staff – non-communicative clinical and reception staff that are not welcoming to patients.

• Contact details – incorrect information listed on correspondence or misleading information

• Transfer of patient details – resulting in family having to attend hospital for treatment instead of attending local GP.

• Diagnosis and support – for specific conditions, some patients and carers feel the lack of care offered left them with little or no support.

• Correspondence and appointments – letters being sent out with insufficient or lack of information.

Healthwatch Lincolnshire reported that poor communication was an area of concern previously raised and included patient confusion about diagnosis, treatment or medication through to how people are dealt with by reception staff.

Healthwatch Lincolnshire recommended that providers and commissioners improved methods of communication in areas such as explanations for medication, treatment and health conditions.