Insight period: November 2024 to March 2025
Source: Share your experience of leaving hospital – Virtual Views survey (approximately 228 responses)
Overview
This insight draws on feedback collected between November 2024 and March 2025 from people who were discharged from hospital, as well as family members and carers responding on their behalf. The findings provide valuable insight into how discharge processes are experienced across mid and south Essex hospitals, highlighting areas of good practice alongside clear opportunities for improvement, particularly around communication, involvement in planning and coordination of support.
A significant proportion of responses relate to unplanned admissions, and over a third of surveys were completed by someone supporting the patient, underlining the important role that families and carers play in discharge planning.
Key findings
Involvement in discharge planning
- Experiences of involvement were mixed. While some respondents felt included and informed, a substantial number reported limited or no involvement in planning their discharge.
- Where patients had cognitive impairment, communication needs or relied on family support, respondents frequently felt that involvement was inadequate.
- Several respondents described discharge decisions being communicated late, or feeling “told” rather than consulted.
Communication and information
- Around two thirds of respondents were told an expected discharge date; however, this did not always translate into clear or reliable planning.
- Only around a third recalled receiving written information about what to expect after leaving hospital. Where information was provided, some found it difficult to understand.
- Families and carers were not consistently informed about discharge timing, and changes to plans were common, sometimes causing distress or logistical challenges.
Support needs after discharge
- Fewer than half of respondents said staff asked about support needs after leaving hospital.
- Many respondents who wanted help with planning reported that their nominated person was not included in discussions.
- There was limited awareness or use of alternatives such as community hospital beds or hospital at home services, with the vast majority saying these options were not discussed.
Timeliness and coordination
- Short notice discharge was a recurring theme, with many people told only hours before leaving hospital.
- Delays in medications, equipment, follow-up appointments or care packages were frequently cited and, in some cases, led to poorer experiences or readmission.
- Several respondents described gaps between hospital teams and community services, with families feeling they had to “chase” information or coordinate care themselves.
What works well
- Individual staff members were often praised for kindness, professionalism and advocacy.
- Where discharge planning was proactive, personalised and clearly explained, experiences were notably more positive.
- Early involvement of occupational therapy, physiotherapy or community teams was associated with smoother transitions home.
Areas for improvement
The feedback highlights several recurring areas where improvement could enhance patient and carer experience:
- More consistent involvement of patients and carers in discharge planning, particularly for those with additional needs.
- Clearer, earlier communication about likely discharge dates and next steps.
- Improved provision of accessible, written discharge information.
- Better coordination between hospital and community services to avoid delays and confusion.
- Stronger consideration of carers’ capacity and circumstances when planning discharge.
Insight in context
Overall, the findings suggest that while discharge processes work well for some, experiences are highly variable. Where systems are under pressure, communication and coordination are most likely to break down, with a disproportionate impact on people who rely on support from others. Strengthening person-centred discharge planning and carer involvement represents a key opportunity to improve experience and outcomes.