Patient experiences of Walsall Urology Services

In this report Healthwatch Walsall investigate patient experiences with local urology services, particularly after emergency urology services were moved from Walsall Manor Hospital to New Cross Hospital in Wolverhampton. The goal was to identify areas of good practice and those requiring improvement, ensuring patient voices shape future care provision.
The report is based on feedback from 91 individuals who had used urology services in the last 18 months.

Key findings:

• Access and referral: While many patients received clear next-step information, others felt lost in the system. Some only received generic texts or letters without adequate explanation.
• Appointments and waiting times: A significant number of patients experienced delays and cancellations, with some waiting over a year for appointments or diagnosis.
• Diagnosis and treatment: There was wide variation in diagnosis times and inconsistent communication. Some patients felt excluded from treatment decisions or uninformed.
• Communication and respect: Poor communication methods, lack of updates, and perceived disrespect from staff were common concerns. Language barriers and a lack of interpreter services were also flagged.
• Patient involvement: Many felt inadequately involved in their care, reporting that they were "told, not asked."

Key recommendations/issues covered:
The report recommends improvements in communication, clearer information on next steps, reducing wait times, involving patients in decision-making, and ensuring respect and dignity in care.