Waiting times for procedures

Healthwatch South Tyneside commissioned MMC Research and Marketing Ltd to survey residents of South Tyneside and follow up with a series of focus groups. The aim was to develop an understanding of experiences of waiting times for procedures and how easy or difficult it is to access GP services. 

The research also set out to evaluate how the legacy of COVID-19 is impacting care (particularly in terms of face to face vs virtual appointments) and to understand how waiting times for different procedures are impacting patients and identify whether other healthcare support is offered in the interim.

There are two reports covering the results of this research project. This report focuses Waiting Time for Procedures. A separate report presents the findings for the research on GP Access/Method of Access.

The insights gathered will be used to feedback to local service providers, ensuring that the needs of the local community are listened to and addressed by GP practices in South Tyneside.

There were five recommendations in the report.

1. Improve receptionist/care navigator training to include more empathy towards patients and a higher level of customer service even when phone lines are busy, and staff are under pressure.

2. Improve support available whilst waiting for referrals and treatment.

3. Communicate more with those experiencing waiting times for procedures.

4. Set expectations for communicating to patients while they are waiting for test results, referrals and treatment.

5. Ensure all patient communications are written in easy-to-understand plain English with a minimum level of technical health language.

There were no follow up actions in the report.