From letter to appointment:
A volunteer-led project analysing the outpatient journey at Mid Yorkshire Teaching NHS Trust
Healthwatch Kirklees and Healthwatch Wakefield worked with Mid Yorkshire Teaching NHS Trust to gather patient feedback on hospital outpatient appointment letters. We aimed to understand patient experiences and improve the overall impact of the information provided by understanding how patients go from receiving a letter to getting to their appointment. We visited Dewsbury District Hospital, Pinderfields General Hospital, and Pontefract Hospital to navigate how patients find their way from the hospital entrance to the outpatient departments; we also conducted paper surveys during visits, online surveys, and reviews of appointment letters.
In this report, you’ll find:
• Feedback and recommendations about appointment letters
• Feedback and recommendations about booking lines and booking team
• Feedback and recommendations about navigation, signage and environment