CCG Survey – What You Said

We recently invited our members to share with us their concerns about local health services, in particular, the ones under the control of the Calderdale Clinical Commissioning Group (CCCG).

We shared the information we gathered with the CCCG in a full report, which you can download below:

NHS User Experience Survey Results

Here is just a selection of the responses we received.

Common Theme 1. Parking & Transport

Car park at (Hospital) maternity entrance, the machine for paying for parking is not usable if you in a chair as cannot reach money slot.

The main issue with hospital parking is there isn’t enough disabled bays and the cost is a big issue, you can get free parking if you qualify for certain benefits but not everyone knows of the scheme they don’t advertise it.

Halifax hospital does not have enough disabled bays. The car park is so congested at times we have to set off at least an hour before our appt because we cannot guarantee us getting into the car park. Also it is difficult to use the machines that let you out of the car park.

I couldn’t reach the parking machine at the A&E Entrance, so had to go down to the first floor to reception at the front of the building, to find that that was also difficult to reach. I had arrived in plenty of time, but I think this could cause stress and worry for people who are not as familiar with the hospital as I am.

Common Theme 2: Interpreting Services for Deaf and Hard of Hearing.

When the deaf person has an appointment at the hospital they receive an appointment letter like everyone else, however, it does not state anywhere on that letter that a ‘BSL interpreter’ has been booked. This causes stress and confusion for the person as they anxiously wait to see if there will be a ‘BSL interpreter’ there to sign for them or not.

Time Period for booking of Interpreter – When an interpreter is booked, they are usually booked for a set period of time. This makes it very difficult and distressing for the deaf person if the clinic is running over as the interpreter will need to leave at a set time as they have other appointments to attend.

Other Themes

I need continuity of care and a doctor who can empathise with and understand my life long condition, so I have to wait 2 months for an appointment to see that person. The long wait and what I’ve experienced as a lack of awareness about invisible disabilities and recognising traits of autism among patients is a major cause for concern – not just in Calderdale.

When I do attend the surgery I find it stressful and far from relaxing as the waiting areas have the radio on and there’s no quiet alternative. Doctors surgery in the past were quiet and no fuss environments. Now healthcare professionals assume patients need ‘entertaining’ while waiting to see a doctor/nurse. This isn’t good for my mental well being and I’d like them to stop.

Most of the other doctors I’ve seen just go through the motions, are overworked and not paying enough attention to their patients or really listening to them.

I have been passed around many departments, none of which will come up with a solution or answer. It is hard to get a docs appt.

I feel that l am often ignored. I haven waiting some time for various assessments. My last appointment with the neurologist responsible for my care was in April. My next one is in December. I need to see someone as my condition is deteriorating.

I’ve had private OT assessments for my son to help with his sensory needs. Other council areas provide Occupational Therapists to help with sensory processing and really ought to be provided by Calderdale. Parents should not have to pay hundreds of pounds for this help!

In general I have little in the way of complaint of a essentially a marvellous system. However it is clear that information sharing between systems is not working efficiently enough. Providers need to share timescales better with their ‘ customers ‘ so that everyone can manage their expectations, for when a customer NEEDS help it is often NEEDED urgently. Customers however need to manage their expectations too, to help systems work.