Royal London Hospital Outpatient Services

Download (PDF 649KB)

Summary of report content

In March 2019, Healthwatch Tower Hamlets carried out five outreach sessions at the Fracture Clinic in the Royal London Hospital, asking specific questions around appointment letters, information received pre-appointment and admin systems. They also received information through other outreach activities, Barts Health PALS & Complaints, reviews on dedicated websites, social media, and partner organisations.

The report found the overall opinion of the Royal London Hospital outpatient services was leaning negative. Although the patients felt that they were receiving a high standard of medical care and were happy with the attitude of staff members, they were not satisfied with the long waiting times to see a Consultant or with the frequent delays or cancelled appointments. The patients also felt that text message alerts should be available for all appointments along with appointment letters; greater communication regarding waiting list, delays and cancellations was needed; responsiveness by telephone needed improvement and administrative issues negatively impacted patient experience.  

Would you like to look at:

General details

Report title 
Royal London Hospital Outpatient Services
Local Healthwatch 
Healthwatch Tower Hamlets
Date of publication 
Wednesday, 1 May, 2019
Date evidence capture began 
Friday, 1 March, 2019
Date evidence capture finished 
Sunday, 31 March, 2019
Type of report 
Healthwatch England thematic review
Key themes 
Administration
Booking appointments
Cancellation
Communication between staff and patients
Information providing
Quality of appointment
Quality of care
Referrals
Staff attitudes
Support
Waiting times and lists for treatment
Healthwatch reference number 
Rep-4618

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
If this work has been done in partnership, who is the partner? 
No
Primary research method used 
User stories
How was the information collected? 
Outreach

Details of health and care services included in the report

Secondary care services 
Appointments
Cancer services
Cardiology
Day care
Dentistry
Diabetic medicine
Ear, nose and throat
Gastroenterology
Neurology
Ophthalmology
Outpatients
Paediatrics
Pain management clinics

Details of people who shared their views

Number of people who shared their views 
150
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
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? 
Negative

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
Not applicable

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.