University Hospital of North Tees Communication Report

Download (PDF 1000KB)
You voted 'Yes'.

Summary of report content

Following a number of pieces of work completed by Healthwatch Stockton-on-Tees in the University Hospital of North Tees, from 2015 to 2016, patients reported that communication could be improved. Healthwatch Stockton-on-Tees also had data on this topic from feedback received during community engagement and a number of other sources, so decided to analyse information gathered and determine what, if any, recommendations can be made to improve communication pathways and patient experience. Healthwatch Stockton on Tees staff designed questionnaires for gathering the experiences and views of employees in some of the departments where communication issues have been highlighted. It also collected feedback from 12 members of staff from the hospital. Following analysis of the information gathered, they formulated six recommendations: 1. Despite the introduction of the ‘Accessibility Standard’ which NHS England advised implementation by 31st July 2016, the Trust has work to do to improve this. 2. Abolish the use of the terminology PAS, use TrakCare only internally in policies, procedures and training documentation. “The Standard Operating Procedure ‘Tracking and Procedure’ states the PAS has been replaced with the new electronic personal record (EPR) system – TrakCare.” Healthwatch recommends the conflicting information in the Trust’s policies and procedures are addressed. 3. Awareness raising raise awareness for staff that training opportunities for TrakCare are available. 4. Review staffing levels/current procedures in the Orthopedic Outpatients Department and address the top 3 complaints staff receive from patients. 5. Look at the “open door” policy for medical records to determine if this is best practice. 6. Investigate the possibility of an answer machine in the Fracture clinic.

Would you like to look at:

General details

Report title 
University Hospital of North Tees Communication Report
Local Healthwatch 
Healthwatch Stockton-on-tees
Date of publication 
Wednesday, 25 January, 2017
Type of report 
Key themes 
Booking appointments
Building and facilities
Car parking access
Car parking charges
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Food and nutrition
Health and safety
Information providing
Lifestyle and wellbeing
Patient records
Quality of appointment
Quality of care
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not known
Primary research method used 
How was the information collected? 
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
Acute services without overnight beds / listed acute services with or without overnight beds

Details of people who shared their views

Age group 
Not known
Not known
Not known
Sexual orientation 
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? 
Not known
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? 
Is there evidence of impact external to the report? 
Not known

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.