Why people miss their hospital appointments in Doncaster and Bassetlaw report
Download (PDF 1.79 MB)Summary of report content
Healthwatch Doncaster in partnership with Doncaster and Bassetlaw Teaching Hospitals NHS Trust and NHS Doncaster Clinical Commissioning Group commenced a three month engagement project to look at why people miss their hospital appointments.
Over 50,000 hospital appointments are missed every year at Doncaster and Bassetlaw Teaching Hospitals NHS Trust. In the early summer of 2017 NHS Doncaster Clinical Commissioning Group identified a growing trend regarding the number of patients missing their cancer two week wait appointments and Healthwatch Doncaster wanted to understand how patients could be engaged in order to reduce this concern.
Healthwatch Doncaster launched the on-line survey, together with a campaign plan to conduct face to face interviews as well as promote the online survey through social media. In total 1630 people participated, equating to 0.5% of the population of Doncaster.
Findings from the survey included:
- The need for administrative processes to be of high quality (ensuring letters arrive on time, ensure appointments are not routinely changed, ensuring patient details are correct) came through in the additional comments respondents have left to the on-line survey.
- 23% said they would like to receive their appointment notification via letter with either a text or email follow up
- Those with learning disabilities and those requiring interpretation services emphasised the importance of the Hospital recognising the need for additional training to be provided for staff on the use of sign language, English not being people’s first language and why people need more time to attend appointments.
Key messages from young people included:
▪ 48% confirmed they would like to receive a text as well as a letter, 34% said by text only, with only 10% saying by letter only.
▪ If their appointment was during school time a small minority said they would just not attend their appointment.
▪ 66% said they would talk to their head teacher and arrange to take time off school.
▪ 29% respondents said they would try and rearrange the appointment.
The report includes 4 main themes of recommendations, which were:
1. Enhance Communication between providers and patients
2. Improve experience for patients, staff and the public
3. To ensure best use of resources
4. To increase and improve knowledge to enhance service programme and commissioning of services
The report does not contain a response from the provider.