Improving how GPs and hospitals work together in south east London
NHS South East London is working with Unboxed and the Health Innovation Network South London to make it easier for GPs, hospitals, and other healthcare services to work together – so that your care feels more joined-up, less confusing, and more responsive to your needs.
With this project we are aiming to improve the way information about test and treatments are shared between primary care (like your GP) and secondary care (hospital specialists). It’s part of a wider effort across south east London to make sure patients get the right care, at the right time, from the right people.
Why this matters?
People told us that when ways of working are not clear, it can lead to delays, confusion, and frustration – for both patients and staff. You might not know who to contact about your care, or your GP might not have all the information they need after a hospital visit. This can affect your experience and even your health outcomes.
What we’re doing?
Clinicians from different parts of the health system have come together to develop a set of recommendations to improve their ways of working. From this we’ve identified four key areas to improve:
| Key areas | Our approach |
|---|---|
Communication | We’re working to improve the letters and summaries you receive after hospital appointments or when you’re discharged. These should be easier to understand and more useful – for you and your GP. |
Prescribing processes | We’re looking into how medicines are prescribed when care is shared between GPs and hospitals, to make sure it is done safely and consistently and without delay. |
Ways to get in touch | We’re making it simpler for patients and staff to know who to contact when they have questions about care, referrals, or test results so that you get answers faster. |
Advice and guidance between professionals | We’re supporting GPs and hospital teams to share decisions about your conditions and treatments, so that you get the benefit of specialist input without always needing a hospital appointment. |
To explore these areas further, a literature review has been carried out to identify what existing data and feedback exists.
What has been done so far and what are the next steps?
Unboxed have spoken to 28 patients and 7 staff members across two GP surgeries and two hospital waiting rooms to gather evidence and examples of the experiences of patients at the interface between primary and secondary care. Key themes included:
- Lack of clear points of contact
- Prescribing challenges
- Limited awareness around communication between GPs and hospital clinicians
- Preference for clear, consistent and timely communications
- Literacy challenges
- Communication burden
- Increased complexity in system navigation for people with multiple conditions.
The Health Innovation Network (HIN) South London used the findings from this report to test, with patients, about the challenges that exist, helping to identify which are most important and how they can be addressed.
The HIN are now looking to take these findings and create a document that will set clear standards for both primary care (GP practices) and secondary care (hospitals) to follow. Please see below 'How can you get involved' section for more information.
How can you get involved?
We are currently looking to for people who live, or use services in south east London, to join an in person workshop on Thursday 29th January and Tuesday 24th February.
For more information and to express your interest, please complete this short form
You can also continue to take part in our discussion forum to share any relevant experiences and ideas. Take part in the online discussion forum