Recent Projects

An independent report based on our findings from an Enter & View visit to The Beacon Unit.

Opened in 2020, the Beacon Unit is based at the Glenfield Hospital site in Leicester. The unit provides inpatient care for people aged 13-17 with acute mental health needs. We teamed up with Healthwatch Leicester and Healthwatch Leicestershire to complete an Enter & View and speak to patients. We attended the unit on the 24th July 2024. We were given a tour of the unit and were able to speak to 2 patients. 

When asked ‘What has been the most helpful aspect of your time at the CAMHS unit?’ one patient responded by saying “the support from the staff”. When asked what could be improved, both patients suggested the food with one stating that the food is “bland and tasteless”. 

To read the full report with a list of recommendations, download the document below.

If you need a copy of the report in another format, please contact us on 01572 720381 or email info@healthwatchrutland.co.uk

Our latest Healthwatch Rutland report reveals patient frustration with NHS communication and administration processes.

Effective communication is the backbone of quality healthcare, yet in our recent study, many patients report frustration and stress caused by administrative inefficiencies and poor communication within the NHS. 

In recent research conducted by Healthwatch Rutland many people told us they are unhappy with their experiences of NHS communication and administration processes, especially when moving between services along care pathways. Our report highlights significant communication gaps that impact patient well-being, alongside practical recommendations for enhancing NHS communication and administration.

In total, 130 Rutland people shared their experiences. Feedback was gathered through a survey, though individual interviews and from talking to people at outreach and engagement events.

The key findings of the research are available in our report Patient experiences of NHS communications and administration

Key Challenges in NHS Communication

1. Patients expressed frustration that communication preferences are not always considered. While some prefer letters, others favour emails or text messages. A key concern was the inability to respond to NHS text messages, limiting two-way communication.
2. Inconsistent experiences across services. While some NHS departments excel in communication, others struggle with delays, misinformation, and administrative errors. This inconsistency leads to confusion and stress for patients.
3. Difficulty accessing General Practice services. Many patients find it challenging to contact their GP, facing long wait times, unhelpful responses from care navigators, and limited appointment availability. There is a lack of awareness or confidence in using online consultation systems.
4. Issues with Urgent and Emergency Care. People reported difficulties locating loved ones admitted to hospitals via ambulance and confusion about accessing minor injuries or urgent care services. 
5. Hospital communication failures. Patients waiting for treatment often receive few or no updates about their status, leading to anxiety and frustration. Issues with appointment scheduling, lost referrals, and test results not being shared in a timely manner further contribute to patient dissatisfaction.
6. Medication management problems. Delays in receiving medications, gaps in communication between hospitals and GP practices, and pharmacies failing to notify patients when prescriptions are ready, create risks for patient safety.
7. Challenges for patients with disabilities. People with disabilities often experience additional barriers, such as inaccessible communication formats and a lack of support when navigating NHS services. 
8. Lack of clear complaints processes Many patients are unaware of how to formally complain about communication failures or fear that doing so may negatively impact their care.

The Impact of Poor Communication

Patients described the emotional and physical toll of poor NHS communication. Many spent excessive time chasing up appointments, referrals, or test results, adding to their stress. Delays in diagnoses and medication changes lead to avoidable suffering and, in some cases, worsened medical conditions. Parents of children needing medical care reported significant distress due to slow processes affecting their child’s well-being and education.

In the report we identify several key areas for improvement:

• Offer patients a choice in communication methods
  – Ensure all patients can choose how they receive communication (email, text, phone call, or letter).
  – Make emails a standard option for faster communication.
• Improve General Practice access
  – Expand call-back services to all GP practices.
  – Train care navigators to handle patient concerns with more empathy and efficiency.
  – Promote awareness and usability of online consultation platforms.
• Enhance Urgent and Emergency Care Communication
  – Provide clear guidance for accessing urgent care services.
  – Ensure that next-of-kin are notified when a patient is transferred to a hospital ward.
• Streamline Hospital Communication
  – Implement a standardized system for updating patients on waiting lists.
  – Improve coordination between hospitals and GP practices, especially regarding test results and prescription changes.
  – Give every patient a hospital contact number for queries about their care.
• Improve Medication Management
  – Ensure hospitals immediately notify GP practices of medication changes.
  – Pharmacies should alert patients when their prescriptions are ready for collection.
• Support Patients with Disabilities
  – Comply with the Accessible Information Standard to ensure all patients receive communication in their preferred format.
  – Provide staff training to improve support for patients with disabilities.
• Increase Transparency in Complaints Processes
  – Clearly inform patients of their right to complain and reassure them that their care will not be affected.

Next steps

Our study sheds light on the urgent need for improved NHS communication and administration. Addressing these issues will enhance patient experience, reduce stress, and improve health outcomes. Implementing practical solutions such as offering multiple communication options, improving coordination between services, and ensuring timely updates can make a significant difference in patient satisfaction and safety.

By listening to patient voices and taking action on their concerns, our local NHS can build a more efficient and compassionate healthcare offer for people in Rutland.

An independent report based on our findings from an Enter and View visit to the Leicester Royal Infirmary’s Children’s Emergency Department.

Opened in 2018, the Leicester Royal Infirmary’s Children’s Emergency Department (ED) operates 24 hours per day, every day of the week. It’s an emergency, walk in department which offers x-ray facilities. On the 20 August 2024 we worked alongside Healthwatch Leicester and Healthwatch Leicestershire to complete an Enter and View visit.

We were given a tour of the ED and spoke to patients who were in the waiting area at the time of our visit. In addition, patients who had used the ED in the last 2 years completed a survey. In total we heard from 46 patients.

Our report highlights what the patients feel works well within the department and what could be improved. 

Some of our recommendations include:

• Improve communication during busy periods and make information clearer in waiting areas.
• Monitor the area to the front of the building to ensure people do not smoke or vape near the entrance area, particularly focusing on the ramp and steps.
• Make more use of the fitted screens for health and department information.

To read the full report with a list of recommendations, download the document below.

Download the News release below.

If you need a copy of the report in another format, please contact us on 01572 720381 or email info@healthwatchrutland.co.uk

Our findings from our revisit to Kettering General Hospital’s Maternity Department have now been published into a short report for you to view!

In 2023, we carried out an Enter and View of Kettering General Hospital’s Maternity Department and made recommendations based on the information we gathered – you can read this here.

Earlier this year, our team revisited the hospital to see whether the previous report’s recommendations were listened to and briefly observed the current environment.

We concluded the report by saying that we would like to return to KGH to conduct a full Enter and View in the Spring of 2025. Once this has taken place we will publish the findings on our website.

We recently conducted a revisit of Northampton General Hospital’s Maternity Department and these findings are now published in a short report for you to view!

In 2023, our team carried out an Enter and View of Kettering General Hospital’s Maternity Department. From the people we spoke to and the information we observed recommendations were made to the hospital – you can read this here.

In October 2024, we decided to revisit the department, in order to see if our recommendations were acted on. Brief observations of the general environment of the wards were also made. We have formated this information into a short report which you can read below.

On the 20th of June 2024, Healthwatch North and West Northamptonshire representatives visited Kettering General Hospital’s Ophthalmology Department to carry out an Enter and View. We are happy to share the final report below.

Our aim with the visit was to evaluate the services provided from the perspective of the service users within Kettering General Hospital’s Eye Unit, including Ophthalmology Outpatients and the Spencer ward. The information gained from the visit was used to make some recommendations and areas in which the service was providing quality care, were acknowledged.

Some of our Key Findings can be seen below.

Positives:

• Very friendly and helpful staff
• Clean and well-maintained facilities
• Accessible facilities and information including BSL being offered, materials available in bold print and other languages, wide corridors and foldable seats in the hallways.

Challenges:

• Blank notice board within waiting area 2 could be utilised
• Fixing items like the TV in the main Waiting Area and the water fountain in the waiting area 2

Read the full report detailing our findings from the visit, recommendations we made and feedback from staff and service users below.