Patient experience of Outpatient Services at James Cook University HospitalDownload (PDF 1.7MB)
Summary of report contentIn September 2017, Healthwatch Middlesborough and Healthwatch Redcar and Cleveland worked in partnership to gather the views and experiences of patients, family members and carers within a number of outpatient clinics at The James Cook University Hospital. A questionnaire was used to gather patient feedback, the questions were provided by South Tees Clinical Commissioning Group. Healthwatch staff and volunteers visited a number of outpatient departments over the course of a two-week period beginning Tuesday 29 August 2017. They spoke to over 200 patients, family members and carers and asked them to complete a questionnaire giving their feedback on their care and treatment following their outpatient appointment that day. The following outpatient departments were visited: Cardiology, Endoscopy, Gynaecology, Ophthalmology, and Trauma. The report concludes that over 90% of the patients felt the need for any treatment was fully explained to them, they understood the next steps of their treatment and had been provided with information about how to manage their condition. The majority of patients also confirmed they were satisfied with where their appointments are currently being held however, a proportion may be willing to consider alternative locations and methods of consultation. Following this piece of work, local Healthwatch met with representatives from NHS South Tees Clinical Commissioning Group to discuss these findings and next steps. A decision has been made that any future consultation will include pilot questionnaires to address any issues including clarity, understanding and interpretation of questions. They will be strengthening the relationship with NHS South Tees Clinical Commissioning Group to ensure a continued joined up approach to public engagement.
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Patient experience of Outpatient Services at James Cook University Hospital
Healthwatch Redcar & Cleveland
Date of publication
Friday, 1 September, 2017
Date evidence capture began
Tuesday, 29 August, 2017
Date evidence capture finished
Thursday, 14 September, 2017
Type of report
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of appointment
Quality of care
Quality of staffing
Waiting times and lists for treatment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
Primary research method used
How was the information collected?
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced?
Secondary care services
Acute services with overnight beds
Obstetrics & gynaecology
Number of people who shared their views
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
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
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?