Changes to services: The Anticoagulation Warfarin Monitoring Service in York

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Summary of report content

Healthwatch York conducted a survey between October 2018 and January 2019 regarding the changes to the Anticoagulation Warfarin Monitoring Service in York. Twelve people talked about their experiences with this service. One person provided positive views relating to the new locality of the service but 11 people felt negatively towards the changes that took place.

The report found that there the majority of patients experienced a lack of consultation about the changes to the services. There were changes to opening times which affected working hours and patients struggled to attend appointments around work. The majority of patients reported difficulties in making appointments with their GP surgery within the time frames requested by the GP. Five people commented that since they had changed to their GP surgery, their INR levels had changed, highlighting ways the surgeries worked differently to the hospital in managing levels.

Recommendations included that VoYVVG and GP practices should consider feedback to date in terms of accessibiliy to appointments outside of working hours and in relation to individuals' needs. All service providers should commit to co-design and co-production when creating new services. For future service changes that involve multiple services, providers should consider ways of working together to make sure positive patient experience is at the forefront.

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General details

Report title 
Changes to services: The Anticoagulation Warfarin Monitoring Service in York
Local Healthwatch 
Healthwatch York
Date of publication 
Thursday, 25 July, 2019
Date evidence capture began 
Monday, 1 October, 2018
Date evidence capture finished 
Thursday, 31 January, 2019
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Devolution of services
Quality of appointment
Quality of care
Service closure
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice
Secondary care services 

Details about conditions and diseases

Conditions or diseases 
Cardiovascular conditions

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.