53% satisfied with hospital care, but more needs to be done
"I understand that the NHS is under great pressure but as one becomes older, healthcare needs become greater. And yet, the healthcare system seems impossible to negotiate."
Local Healthwatch want to tell those who plan NHS services what people's experiences are when it comes to accessing and waiting for hospital care.
This short report is a summary of how people feel about services across Craven in North Yorkshire, as well as those who access (or try to access) services in West Yorkshire.
What did our people tell us?
A survey asked people to share their good and not so good experiences.
Those people who completed the survey had accessed a wide range of hospital services; with several responses coming from people who had accessed accident and emergency departments. Other experiences include outpatient appointments, neurology, cancer treatment, orthopaedics, audiology, cardiology, and dermatology.
The positive feedback
Positively, 53% of people told us they had a good experience of hospital care or waiting for hospital care.
“They are doing a good job with what they have to put up with”.
"They listened and understood my frustration".
“Time waiting for operation was minimal, all follows up were in good time”.
The negative experiences
47% of people told us they didn't have a positive experience, citing that more needs to be done.
"It sure is laughable. Two hospitals on our doorstep and I must travel to a hospital which isn’t on a main bus or train route!"
"I am waiting for hospital care for my daughter, she has been waiting for well over a year, her condition is getting worse and worse and it’s destroying her mental health".
“The consultant didn’t explain things. He just ‘told me’. It wasn’t a two-way conversation. He gave me some really upsetting news but no “do you understand? Are you ok?”
"I received an A4 symptoms letter... and a patronising smile".
"There seems to be no joined-up systems - either in practice or administratively which affects continuity and quality of treatment".
A summary of what people want to see change
Communication
People need better communication with regular updates on wait times. There should be clear contact details of how to get in touch between appointments. Clear and accessible information must be provided, and opportunity given to ask questions. People must be kept informed and involved throughout, in a way that they can understand.
Coordination
There must be better coordination between care providers, with joined up access to referral information, patient information, and care planning. Where possible, people should be given a choice of where they receive treatment and provided with appointment and treatment information well in advance. Services and systems must work better together.
Compassionate staff
Staff are working hard to deliver care to the people of West Yorkshire, there is a real need to acknowledge this. People are thankful for kind, caring and compassionate staff. Examples of good practice and positive feedback should be shared. Where staff do not act compassionately, they should be supported to reflect on the circumstances of this and provided with support and training.
Waiting times
People should receive regular updates on waiting times for treatment and be provided with information on how they can look after their health while waiting. Where appointments need to be changed, it is useful to give as much notice possible.
Hospital discharge
People and their family/carers must play a meaningful part in decisions made about care and discharge. Effective discharge plans should be in place prior to discharge, with consideration given to individual needs and support needed to be in place at home. It is essential that carers and families are part of discharge conversations and planning as soon as possible to help inform and support an effective discharge.
"My feedback relates to services for Parkinson's disease. Airedale Hospital and St. Lukes Hospital are very stretched, leaving patients and carers feeling isolated and vulnerable".
What will happen as a result of feedback?
Thank you to everyone who provided responses and shared your thoughts and experiences. The responses to the survey were used to develop this briefing paper which will be included at the NHS West Yorkshire Integrated Care Board meeting in March 2024 to make sure that real experiences are considered and are influencing the decisions made.
Who are these people? What do they do?
An integrated care board (or ICB) is a statutory NHS organisation which is responsible for developing a plan for meeting the health needs locally, managing the NHS budget and arranging for the provision of health services. It is part of West Yorkshire Health and Care Partnership, along with local Healthwatch.
Most decisions about the £5 billion budget and services delivered are made locally in five local "places", one of which is Bradford and Craven (Bradford District and Craven Health and Care Partnership).
