Latest news with #HealthwatchEngland
Yahoo
18-03-2025
- Health
- Yahoo
Countdown to pharmacies' protest over funding
About 6,000 community pharmacies in England are, for the first time, being advised to start "working to rule", in two weeks, unless an agreement can be reached with the government on a new NHS contract. The National Pharmacy Association (NPA) is urging its members to limit opening hours to 40 a week, as set out in the current contract, because they have yet to receive any confirmation of funding for this or next financial year. They could also cut services such as delivering medicines to people's homes, addiction support, stop-smoking help and emergency contraception The government said the move would cause "unnecessary disruption for patients" and a settlement with pharmacies was already being worked on. A pharmacy's NHS contract accounts for about 90% of its revenue, on average. And with increases in National Insurance, the National Living Wage and business rates, from 1 April, pharmacies say the lack of agreement over their contract is causing anxiety. This comes on top of a decade of cuts to funding, which has seen 30 pharmacies close since the start of this year, the NPA says. Some 3,000 pharmacy owners in England, Wales and Northern Ireland voted in favour of action, in November. Hundreds of pharmacies could close - trade body 'I can't keep running my pharmacy from my savings' Demoralised pharmacists face uncertain future Nick Kaye, who chairs the NPA, said pharmacies had been "left with little choice". "It is better that we temporarily reduce access in the short term than to let pharmacies collapse altogether under the weight of unsustainable operating costs," he said. There had been little feedback from ministers and the impact of the current uncertainty was "devastating" for pharmacies. "We want to get on with seeing patients, pay our staff, not have to think about closing, and invest in our business for the future," Mr Kaye added. The Department of Health and Social Care said pharmacies had a vital role to play as the NHS's focus shifted away from hospitals and into the community. "The National Pharmacy Association's pre-emptive action will cause unnecessary disruption for patients and we urge them to reconsider," an official said Healthwatch England, which records the experiences and concerns of people who use health and social-care services, urged the government to conclude negotiations with pharmacies as soon as possible. Benedict Knox, from Healthwatch England, said many patients had seen their local pharmacy close or experience disruptions due to staff shortages. "This issue especially impacts older people and is particularly acute in rural areas, where people often have to travel further to visit their pharmacist," he said. But he stressed not every community pharmacy was an NPA member and it was up to each one to decide if they would reduce services. There are about 10,500 pharmacies in England, according to Community Pharmacy England, which represents all pharmacy owners.
Yahoo
03-03-2025
- Health
- Yahoo
What are trauma cards and why are there calls for NHS to use them?
A trial of pocket-sized trauma cards has lead to calls for the NHS to introduce them to help "empower" survivors when they are seeking health care. Healthwatch England say the cards can help discreetly alert health workers to the needs of patients who has experienced trauma, and how they can effectively care for them. A trial of the cards, which took place in Essex, found the cards to be a "helpful tool" for patients, and now the patient champion is suggesting a national pilot. The wallet-sized cards are designed to be handed to a healthcare professional when a cardholder is in a "triggering" situation. The cards explain that the holder has experience of trauma, and link to further resources to help provide sensitive, appropriate care. The card has a QR code that, when scanned, provides more information to the healthcare professional about what the individual is experiencing and how best to help. The UK Trauma Council defines trauma as: "the way that some distressing events are so extreme or intense that they overwhelm a person's ability to cope, resulting in lasting negative impact". Healthwatch England says people who have experienced trauma may be reluctant to engage with health and care services. It says it has experienced cases, particularly where the trauma has been caused by a medical experience, where people avoid testing or healthcare appointments. For example, one woman with complex post-traumatic stress disorder (PTSD) told the patient champion that she has avoided cervical screenings for years because of a traumatic experience at 19. A recent poll of 3,500 adults in England, conducted by YouGov for Healthwatch found that trauma is widespread, with 59% having experienced trauma at some point in their lives. This equates to around 34 million people in England, but the number is higher for some demographic groups, including women, autistic people, and people with ADHD. Trauma can prevent people from receiving care, with nearly half the respondents having avoided using health and care services because of their trauma at least once. Over a third of people had never told a healthcare professional about their trauma, and more than a third of those who had felt uncomfortable doing so. Other research has demonstrated the negative impact on people of not having healthcare appointments. Co-op Health looked at the avoidance of GP appointments in general and found that 23% of those who avoided appointments said it resulted in their symptoms becoming much worse, with 22% saying their illness had lasted longer than it should have. Healthwatch England said that there was "significant uptake" in use of the cards during the pilot scheme in Essex – with 15,000 cards distributed. The patient body said this shows that the cards have "huge potential" to improve the experiences for trauma survivors across the country. Further figures for the poll revealed that more than two in five (43%) of those currently experiencing trauma would be likely to use a trauma card, and 30% of those who have experienced trauma in the past would be likely to use one. One patient who used the card during the pilot said: "I find it very helpful – because of the anxiety I just shut down and can't talk. Knowing I've got the card means I'm less likely to be triggered. It's like that comfort blanket. It takes that stress off you." Louise Ansari, chief executive of Healthwatch England, says a traumatic event "can lead to long-lasting health issues affecting a person's quality of life". "When people avoid healthcare, their condition can deteriorate, and their illness can last longer," she explains. "But for vulnerable people, including those who have trauma, avoiding healthcare can lead to even greater impacts." Ansari says the pilot project in Essex suggested trauma cards "can improve experiences for people using health and care services, empowering them and facilitating communication with healthcare staff." Healthwatch England is now calling for NHS England to support a national evaluative pilot of a trauma card initiative. "With training and better awareness, trauma cards can become a helpful tool for both the patient and medical staff," she continues. "People across England should be able to order a trauma card and have it delivered to them for free, along with an information sheet that clearly explains how and when they can use it," she continues. "In the long term, and subject to the pilot results, a digital trauma card could be added to the NHS App or smartphone wallets." Read more about mental health and trauma: Is it really better to forget? Three trauma experts on the Severance effect (Yahoo Life UK, 6-min read) Nine ways to recover from birth trauma as Oti Mabuse shares her experience (Yahoo Life UK, 6-min read) How to manage stress and low mood as antidepressant use almost doubles in UK (Yahoo Life UK, 5-min read)
Sky News
17-02-2025
- Health
- Sky News
Patients who experience NHS admin issues less likely to seek future care, research finds
Patients who experience NHS admin issues - such as chasing test results or not being updated on waiting times - are less likely to seek care in the future, new research has found. It comes as a survey found one in five people who used the health service last year received a letter for an appointment after the date it was supposed to take place. A report by The King's Fund, Healthwatch England and National Voices said the "day-to-day dysfunction in how the NHS communicates" with patients is having a negative impact on people's experience of the health service and "driving perceptions of an organisation that is wasting money, time and staff". The research included a poll of 1,888 adults in England. Of those who said they had used the NHS in the previous 12 months, more than 64% reported an issue with communication. Almost a third (32%) said they had to chase results following a test, scan or X-ray, while the same proportion were not kept updated on how long they would have to wait for treatment. Nearly a quarter (23%) said they did not know who to contact while waiting for care. Experts said these errors are "frustrating" and can impact patient safety. Of the people who did experience an admin issue, 42% of them said they would be less likely to seek care in the future. Reacting to the report, Dr Victoria Tzortziou-Brown, vice-chairwoman of the Royal College of GPs, said admin errors add to the "bureaucratic workload" of family doctors. "GPs get just as frustrated as our patients when their care is disrupted by admin issues and IT failures," she added. 13:30 The story behind the numbers Julia Cream, a policy fellow at The King's Fund and co-author of the report, said: "Today's results lay bare the day-to-day dysfunction of an NHS that is too often not meeting people's needs and highlights the deep inequalities people experience when they are trying to access and engage with health services. "Behind these numbers are stories of people who are worried about their health and struggling to get through the NHS's front door. "The government is trying to bring down waiting lists and improve access but these efforts will fail if the NHS cannot communicate effectively with people about when their appointment is or who they need to contact." An NHS spokesperson said the report highlights "yet another consequence of the long-term capital starvation faced by the NHS, with too many organisations still struggling with outdated tech and data systems to support effective patient administration". It said it had begun to address issues with investment in digitisation, including the NHS App. A Department of Health and Social Care spokesman added: "Things are already improving. Today we've announced we've met our target, seven months early, to deliver more than two million extra appointments for chemotherapy, radiotherapy, endoscopy diagnostic tests, and more."
The Independent
27-01-2025
- Health
- The Independent
Low confidence in NHS complaints process ‘stops patients flagging poor care'
A lack of confidence in the NHS complaints process means some people are taking no action when they experience poor care, according to the patient champion. There is also 'little evidence' that complaints being made to the health service are being used to improve services, Healthwatch England said. It comes as a poll showed more than half of those who made a complaint to an NHS organisation were not satisfied with the process or outcome. The survey of 2,650 adults in England, carried out by YouGov for Healthwatch, found almost one in four (24%) had a poor experience with the NHS in the last year. However, 56% of these people took no action, with fewer than one in 10 (9%) making a formal complaint. Of those who did not formally complain about their experience, some 34% said it was because they did not think the health service would use the complaint to improve care. When patients feel their complaints are not taken seriously or don't take any action due to a complex system, services miss out on vital information to help them improve Louise Ansari, Healthwatch England A third of people said they did not think NHS organisations would respond effectively, while one in five said they were worried that complaining would affect their ongoing treatment. Some 19% of those who experienced poor care did not know how to complain, the poll found. Of those who did complain, some 56% were dissatisfied with the process, with the same proportion unhappy about the outcome. Louise Ansari, chief executive of Healthwatch England, said: 'We know that public satisfaction with the NHS is at record low levels, with too many patients receiving poor care. 'When patients feel their complaints are not taken seriously or don't take any action due to a complex system, services miss out on vital information to help them improve.' Figures published in October show the total number of all reported written complaints in the NHS in 2023/24 was 241,922, an increase of 5.4% compared with the 229,458 reported in the previous 12 months. However, the Healthwatch report claims 'low public confidence is preventing people from taking any action after experiencing poor care', meaning that current complaint numbers 'could just be the tip of the iceberg'. It added that 'there is little evidence that complaints are being systematically used to improve care'. Analysis by Healthwatch shows there has been a 37% hike in complaints between 2013/14 and 2023/24. It suggests this could mean people are more confident about speaking up, as more organisations adopt NHS Complaints Standards which were introduced in 2022. We need a step change in how people's complaints are handled and acted on. Healthcare leaders should focus on developing a culture of listening and learning from complaints across the sector Louise Ansari, Healthwatch England However, it also claims the rise could be 'driven by poorer quality of care caused by pressures on the NHS, especially since the pandemic'. 'Despite year-on-year increases, the health service may not have learned from complaints and remains in a cycle of repeating the same mistakes,' the report said. Ms Ansari added: 'We flagged failings with the NHS over a decade ago, following the patient safety scandal at Mid Staffordshire Hospital. 'Ten years on, our research shows that the public still lacks confidence in the NHS complaints system. 'We need a step change in how people's complaints are handled and acted on. Healthcare leaders should focus on developing a culture of listening and learning from complaints across the sector. 'Making it easier for patients and families to navigate the complaints system through the NHS app, setting mandatory response times, and measuring people's satisfaction with the process and the outcomes from complaints, will be a key part of this.' The NHS takes patient experiences very seriously and we are committed to listening to patients and rolling out initiatives like Martha's Rule, which is already having a transformative effect in some cases NHS spokesman An NHS spokesman said: 'Every patient deserves high-quality care, and NHS staff are working tirelessly to respond to the increasing demand for services – with a record number of patients coming forward in both primary care and hospitals in the past year. 'The NHS takes patient experiences very seriously and we are committed to listening to patients and rolling out initiatives like Martha's Rule, which is already having a transformative effect in some cases. 'This report highlights that there is still more to do to listen to patients, respond to complaints and improve services, which is why the NHS is working closely with the Government on this year's 10-Year Health Plan to help us transform services to provide the best quality care for patients.' A spokesperson for the Department for Health and Social Care said: 'This report shows the NHS complaints system is failing far too many patients. 'We are determined to foster an environment where patients and NHS staff alike are able to speak up, knowing they will be supported and that their concerns will be listened to and acted upon. 'We must never turn a blind eye to failure, which is why we will build a culture of transparency in the NHS and ensure patients voices are heard.' Isabel Lawicka, director of policy and strategy at NHS Providers, added: 'Listening to patients and their families is a vital part of delivering a safe service.'
The Guardian
26-01-2025
- Health
- The Guardian
Quarter of people in England had poor NHS care in past year, report says
A quarter of people in England experienced poor NHS care over the last year but fewer than one in 10 of them complained about it, a report by the patient watchdog has revealed. When people did complain, more than half were not satisfied with either the process involved or the outcome, Healthwatch England said. Complaints take many months to resolve. It found a widespread lack of public confidence in the health service's handling of complaints, and 'little evidence' that it was discharging its duty to use complaints to improve care. Louise Ansari, the watchdog's chief executive, accused the NHS of doing too little to take complaints more seriously and urged it to adopt 'a culture of listening and learning' from them so that patients' concerns would start to carry more weight. The NHS has not responded properly to repeated concerns about the way it deals with complaints raised by official bodies and inquiries, and appears to be stuck in 'a cycle of repeating the same mistakes', the report said. Ansari said: 'We flagged failings with the NHS over a decade ago, following the patient safety scandal at Mid Staffordshire hospital. Ten years on, our research shows that the public still lack confidence in the NHS complaints system.' The health service has not heeded its call for an overhaul and demonstrates persistent 'serious failings in how NHS organisations listen and respond to patient feedback', the watchdog said. In October, YouGov surveyed for Healthwatch a representative sample of 2,042 adults in England about their experiences of NHS care, and a second group, of 2,650 adults, who had had a bad experience of NHS care in the preceding 12 months. They found that: 24% of patients had received poor care in that time – the equivalent of 10.7 million people in England. 56% took no action – and only 9% made a complaint. 20% were scared that complaining would affect their treatment. 34% did not trust the NHS to use a complaint they made to improve services. The NHS constitution for England makes clear that patients have a right to complain and obliges the service to learn from them. Complaints against the NHS rose to an all-time high of 241,922 in 2023-24 – up 5.4% from the 229,458 in the year before and up 38% compared with the 174,872 received in 2013-14. The report, titled A Pain to Complain, said: 'What we found should concern NHS leaders, government and regulators. Low public confidence is preventing people from taking any action after experiencing poor care, meaning that current complaints numbers could be just the tip of the iceberg. Sign up to First Edition Our morning email breaks down the key stories of the day, telling you what's happening and why it matters after newsletter promotion 'There is little evidence complaints are being systematically used to improve care. The NHS does not consistently welcome, handle, respond or learn from complaints in a patient-centred manner.' While the rise could suggest that patients are increasingly confident about speaking up, it 'may also have been driven by poorer quality of care caused by pressures on the NHS, especially since the pandemic'. NHS integrated care boards (ICBs) take between 18 and 114 working days – and an average of 54 working days – to respond to complaints. The Department of Health and Social Care should end that variation by setting mandatory response times, Healthwatch said, adding that ICBs should also measure how satisfied patients are with the complaints process and the outcomes it yields. NHS England said staff were working tirelessly to respond to the growing demand for care. Primary care services, such as GP surgeries, and hospitals treated record numbers of patients in 2024. A spokesperson said: 'The NHS takes patient experience very seriously and we are committed to listening to patients and rolling out initiatives like Martha's rule, which is already having a transformative effect in some cases.' The findings come amid the lowest ever public satisfaction with the NHS in the 40 years since records began. Just 24% of people in Great Britain are satisfied with how it works.
