Impact Report: This report describes the changes that Birmingham NHS BSOL has made following Healthwatch Birmingham’s 2024 report ‘Local people’s views on the referral process from general practice to secondary care’.
Healthwatch Birmingham’s May 2025 impact report highlights concerns raised by the public about the referral process from GPs to hospitals. The findings build on a 2024 report that identified delays, poor communication, and inconsistent referral outcomes.
Key Issues
Patients reported:
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Delays caused by triage systems and GP interactions.
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Lack of follow-up after referral.
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Referrals being cancelled, mishandled, or misdirected.
Actions Taken
Three main areas of improvement have been identified:
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Referral Process: NHS Birmingham and Solihull (BSOL) is encouraging use of advice and guidance to reduce inappropriate referrals. GPs are using consistent coding to support follow-up.
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Managing Expectations: BSOL updated its website with clearer information and developed tools like an MSK app to support patients waiting for appointments.
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Regular Updates: University Hospital Birmingham introduced the eMAG system to keep patients informed. Survey feedback showed high satisfaction with the updates provided.
Next Steps
Healthwatch Birmingham will continue listening to public feedback to support improvements to the referral process.
Share your experience:
0800 652 5278
info@healthwatchbirmingham.co.uk
Feedback Centre