Hospital experience and discharge survey

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Summary of report content

Healthwatch Stockton-on-Tees wanted to understand local experience of the altered hospital discharge process during the Covid-19 pandemic.  They undertook surveys of patients and carers and relatives.

Three in five patients locally did not receive information about the new discharge procedure. Those who did receive such information found it to be clear and easy to understand.

Three in five patients who responded said they were not asked if they needed transport upon discharge.

Four in five patients who responded to our survey did not receive a follow up assessment visit

Two in five patients told us that they were not provided with information about who they should contact if they needed health information or support. One person reported that they still had unmet needs.

Three in five patients had to wait over 2 hours after being told they were medically fit for discharge. The main reasons given being a wait for medication or transport.

Some carers felt communication with hospital staff was difficult, but others felt much more involved.

Research with care homes suggests that there was some communication with service providers during the period that a resident was in hospital and about the proposed discharge arrangements. However, it was disappointing to hear of a resident being discharged to a care home late at night, without belongings and most importantly without any medication.

There were 9 recommendations setting out the steps to be taken when someone leaves hospital to ensure that they are fully supported.

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General details

Report title 
Hospital experience and discharge survey
Local Healthwatch 
Healthwatch Stockton-on-tees
Date of publication 
Monday, 1 March, 2021
Date evidence capture began 
Wednesday, 15 September, 2021
Date evidence capture finished 
Tuesday, 30 November, 2021
Type of report 
Key themes 
Communication between staff and patients
Holistic support
Information providing
Quality of care
Waiting times and lists for treatment
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

Secondary care services 
Discharge lounge
Inpatient care

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not 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? 
Types of health and care professionals engaged 
Care / support workers
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? 
Not known

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.