Patient experience of Outpatient Services at James Cook University Hospital

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Summary of report content

In 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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General details

Report title 
Patient experience of Outpatient Services at James Cook University Hospital
Local Healthwatch 
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 
Patient experience
Key themes 
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Information providing
Quality of appointment
Quality of care
Quality of staffing
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? 
Visit to provider
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 
Acute services with overnight beds
Obstetrics & gynaecology

Details of people who shared their views

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? 

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? 

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.