Patient Experience of Outpatient Services at The James Cook University Hospital

Outpatient services have been identified as a priority for NHS South Tees Clinical Commissioning Group. We were approached by NHS South Tees Clinical Commissioning Group to support them to complete this piece of work.
Patient Experience of Outpatient Services Report front cover

Summary

A total of 209 questionnaires were completed over a two-week period in the five outpatient departments. 116 females completed the questionnaire and 87 males (six people did not wish to disclose).

A total of 70% of patients were attending a follow up appointment and 30% were attending their first appointment at The James Cook University Hospital. Of those we spoke to who were attending a follow up appointment, 96% of patients felt their appointment that day was necessary.

Some patients voiced their frustrations with the length of time they had to wait for
their appointment, with a number of people experiencing lengthy delays due to clinics
running behind schedule. There was also a number of comments received about the
cost of parking at the hospital.

Other suggestions for improvement included:

  • Free tea / coffee whilst waiting for appointment.
  • Improved patient transport, picking patients up on time and preventing patients being late for their appointment.
  • Better design of waiting areas to allow space for wheelchairs and pushchairs.
  • Use of a monitor, giving electronic updates of appointment schedule and length of delay.
  • Provide more information about aftercare.
  • Improved accuracy on letters sent out confirming appointments.
  • Better privacy at reception desks.

Following this piece of work, we met with representatives from NHS South Tees
Clinical Commissioning Group to discuss these findings and next steps.

Downloads

If you need this report in a different format, please get in touch:

general@healthwatchsouthtees.org.uk 

01642 955605

Communication of Outpatient Appointments Report