From hospital to home: A patient's discharge journey

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Summary of report content

Healthwatch Redbridge (HWR) have been conducting a number of projects to assess the quality and safety of Hospital discharge procedures and rehabilitation services throughout the borough following a number of issues and concerns raised by patients and carers. In this report HWR took the decision to follow the patient’s (MrsH) challenginig journey and to intercede on her behalf in order to review the complete discharge pathway, from Whipps Cross Hospital. Mrs H, a 78 year old lady, who was facing an extremely distressing time with regards to her discharge, spent 6 months in a nursing home before being discharged to her own home with a package of care. The report identifies in detail the issues faced by Mrs H after her discharge from the hospital. After fracturing her ankles and staying 6 days in the hospital Mrs H was ready to be discharged, but according to her doctor ‘The pathway for Redbridge Patients attending Whipps Cross Hospital was not clear’. When she was finally discharged, the discharge arrangements nor care plan were discussed with her. The report further identifies, in detail, a number of additional problems with the services at Whipps Cross Hospital in regard to appointments, communication between departments and a lack of information at each stage of the patient’s journey. HWR arranged for Mrs H to meet with the Patient Experience Lead (PEL) from Whipps Cross Hospital to discuss her concerns. HWR staff supported Mrs H to develop some questions that she could raise at the meeting. The meeting took place in April. The responses received by MRS H were copied to NELFT in order for them to comment. The report includes responses from both Barts Health and NELFT to Mrs H’s questions. Barts Health asked to apologise to Mrs H for the distress she received and confirmed that a meeting will be held with the therapy team to highlight the importance of clear communication. The report identifies all the continuing issues faced by Mrs H until 5 May, when she returned to her own home with a care package. This package consisted of four calls per day with 2 carers and two domestic calls per week. She informed HWR her GP is also referring her to community physiotherapy.

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General details

Report title 
From hospital to home: A patient's discharge journey
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Wednesday, 26 October, 2016
Date evidence capture began 
Thursday, 20 October, 2016
Date evidence capture finished 
Friday, 5 May, 2017
Type of report 
Patient experience
Key themes 
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
How was the information collected? 
Consultation Responses

Details of health and care services included in the report

Secondary care services 
Discharge lounge
Inpatient care

Details about conditions and diseases

Conditions or diseases 
Injuries, accidents and wounds

Details of people who shared their views

Number of people who shared their views 
Age group 
65-85 years
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 
All care professionals
Does the information include other people's views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
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.