ShropDoc praised in palliative care survey

ShropDoc, which stepped in to help during the pandemic received praise from the public for its service.

Following a request for people to share their experiences of out of hours palliative care they heard from patients, relatives and medical professionals across the area.

Since July 2018 all out of hours calls have been directed to NHS 111. In Shropshire, Telford & Wrekin this service is provided by West Midlands Ambulance Service. In early March 2020, due to the coronavirus pandemic, the number of calls to NHS 111 grew, which led to some delays in calls from patients being answered.

To offer additional support ShropDoc introduced a dedicated Palliative Care Helpline.

The aim of the Healthwatch Survey was to understand the experience of patients on a palliative care pathway, and those supporting them, in getting help when they needed it from NHS 111 and ShropDoc during the pandemic.

Lynn Cawley, Chief Officer of Healthwatch Shropshire, said key findings included a look at how people were dealt with when they made out of hours calls.

"Where patients couldn’t be helped on their first contact and needed a call back ShropDoc called 100 per of those people back within 30 minutes. NHS 111 responded to 44 per cent of patients in 30 minutes."

She said 95 per cent of callers to ShropDoc reported being either very satisfied or satisfied with the time of the response against 40 per cent of callers to NHS 111.

All patients and carers were very satisfied or satisfied’ with the service provided during their contacts with ShropDoc as opposed to just over half with their contacts with NHS 111.

Patient/carers rated their overall experience as excellent or good in 100% of contacts with ShropDoc as opposed to 36 per cent of NHS 111 contacts.

“As a person nears end of life, whether they are in hospital or being supported at home, there is only one chance for the providers of care to get it right. For patients at the end of their lives with distressing symptoms, any delay in receiving care is unacceptable. We are still keen to hear about people’s experiences, both good and not so good, as they are crucial in helping local services understand what is important to patients and their families and how things can be improved.”

Barry Parnaby, Chair of Healthwatch Telford & Wrekin, said: “We are very grateful that families who have just been through, or were going through, one of the most difficult times in their lives took the time to talk to us. We have shared the report with the local health services and the experiences that the families have shared will be used to improve the services offered in future.”