The purpose of this project was to explore the experiences of the local community in six London boroughs (Wandsworth, Merton, Kingston, Richmond, Sutton and Croydon) to capture a wide range of views on the proposals and concept of a community diagnostic centre (CDC), as well as understand the general experiences of people seeking health/diagnostic services, such as blood tests, urine tests, imaging, endoscopy and pathology.
This community engagement project sought to engage a diverse set of people to understand their needs and experiences of the diagnostic pathway, as well as how the centres could be best designed to align with these needs. They were particularly interested in engaging people from marginalised communities who experience health inequalities to ensure the centres are set up in as accessible ways as possible, as well as those who have long term conditions (LTC) as people who may use the services a lot.
- Throughout the research there was consensus amongst patients about the poor communication and lack of coordination along their treatment journey. This included communication between GP practice and diagnostics teams, diagnostics teams and the patient, and within NHS teams, such as between diagnostics teams and specialist treatment teams.
- Poor communication and coordination across the diagnostic pathway left many residents feeling like they needed to upward manage the system.
- Although 85% of residents agreed that the system works well in urgent situations, such as potential cancer diagnoses, for seemingly less urgent diagnostic testing, residents across the six boroughs shared a general lack of faith in the system.
- Residents also expressed a sense of confusion about the diagnostic pathway, unsure about what the next step in the treatment process will be, where they would be sent or feeling like they were rushed through.
- Participants identified various barriers to attending appointments. These included distance to the appointment, late hospital transport and/or inability to cancel or rearrange an appointment.
- Inconsistencies and long waiting times across the diagnostic pathway is very distressing for some residents and this can have a devastating impact not only on patients’ physical health but also on the mental health and wellbeing.
- Participants, across interviews and labs, showed awareness that many of these concerns were broader than what could be solved by a local diagnostics centre. And therefore, participants were unsure of the purpose of a CDC if it did not address some of these systemic issues. However, they were also hopeful that this could represent change, particularly if a CDD would mean greater continuity of care, better patient-centred care and possible opportunities to improve relationships with healthcare professionals.
- There are some key practicalities the CDCs need to address: location, access, accessibility and virtual triage.
- Overall, residents want clarity and a diagnostic process that they can follow, is
reliable and effective.
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