Driving Change Over Time: Healthwatch South Tees Helps Improve Communication at South Tees Hospitals NHS Foundation Trust
The concerns were clear: correspondence lacked standardisation, important information was sometimes unclear or missing, and communication gaps were affecting patient care.
Recognising the importance of this feedback, Healthwatch South Tees took action. We brought these concerns to the Patient Experience Steering Group, ensuring they were added to the Trust’s action plan and kept on the agenda for ongoing review.
Thanks to this collaborative effort, we’re proud to share that significant improvements have now been implemented:
- ✅ Standardised clinic letters for consistency and clarity
- ✅ Clear GP action points placed at the top of consultant letters
- ✅ Outpatient letters are now structured and addressed directly to patients
- ✅ Regular GP interface meetings to raise and resolve communication issues
- ✅ Directorate-level meetings to address concerns and share best practices
- ✅ Improved training for junior doctors, including discharge letter requirements during induction
These changes are already making a difference. A local Practice Manager told us, “The admin team are over the moon about this change.”
This outcome is a powerful example of how Healthwatch South Tees amplifies the voice of local people and professionals to influence real, lasting improvements in health and care services.
We will continue to monitor the impact of these changes and ensure that feedback from our community continues to shape better care.
Your voice matters—and together, we’re making it count.
