Outpatients report

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Summary of report content

The theme of outpatient services became part of Healthwatch Isle of Wight’s workplan for 2014-15 following public engagement. Cancellation of appointments was adopted as the focus of the work, in particular the effects experienced by patients. Healthwatch I.W. worked closely with the Isle of Wight NHS Trust, who had also decided this topic needs attention. In December 2014 and January 2015 a survey on patient experience was conducted to which there were 202 responses. Overall, patients expressed satisfaction with services, with the majority not experiencing any appointment cancellations over the previous year. A concern was identified over occasions where patients had arrived at clinics to find their appointment cancelled. Of those who had experienced cancellations over the previous year, 23% of respondents reported at least one of these un-notified cancellations. The impact described by patients of cancellations ranged from incurring unnecessary travel expense or changes to caring arrangements (for unnotified cancellations) to anxiety about delayed diagnoses or feeling that medical conditions had worsened, with more intense treatment required. Where cancellations occurred, most patients reported between one and three cancellations for each “care episode” (the number of times a specific visit had been postponed). Patients experienced inconsistent levels of information on reasons for cancellation. Broader issues around communication and record-keeping were also identified. Healthwatch I.W. looks forward to keeping in close touch with the Isle of Wight NHS Trust in meeting the recommendations in this report.

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General details

Report title 
Outpatients report
Local Healthwatch 
Healthwatch Isle of Wight
Date of publication 
Thursday, 1 January, 2015
Date evidence capture began 
Wednesday, 1 January, 2014
Date evidence capture finished 
Thursday, 1 January, 2015
Type of report 
Report
Key themes 
Cancellation
Medication
Healthwatch reference number 
Rep-6114

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
If this work has been done in partnership, who is the partner? 
Isle of Wight NHS Trust
Primary research method used 
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Secondary care services 
Outpatients

Details of people who shared their views

Number of people who shared their views 
202
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact

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.