Local people’s views on the referral process from general practice to secondary care

This report is based on feedback about three key areas:

• GP referral to hospitals.
• Access and waiting for hospital appointments.
• Treatment at hospitals.

Analysing this feedback reveals three areas for improvement which will help reduce demand for services, support improvement and increase patient satisfaction.

• Improved referral process, with better integration and communication between services.
• Managing patient expectations through clear explanation of the referral process, likely waiting times and what to expect at appointments.
• Regular updates for patients during the referral process.

Healthwatch Birmingham recognises that the entire NHS is struggling to meet increasing demand. However, we believe prioritising improvements to the referral process will benefit both individual patients and the whole system. Building on the good work already taking place across the Birmingham and Solihull Integrated Care System, we hope that this report will help to drive change for the benefit of both patients and providers.