UCL logo

UCL Discovery

UCL home » Library Services » Electronic resources » UCL Discovery

Does Choose & Book fail to deliver the expected choice to patients? A survey of patients' experience of outpatient appointment booking

Green, J; McDowall, Z; Potts, HWW; (2008) Does Choose & Book fail to deliver the expected choice to patients? A survey of patients' experience of outpatient appointment booking. BMC MED INFORM DECIS , 8 , Article 36. 10.1186/1472-6947-8-36. Gold open access

Abstract

Background: Choose and Book is a central part of the UK Government patient choice agenda that seeks to provide patients with a choice over the time, date and place of their first outpatient appointment. This is done through the use of a computerised booking system. After a 2004 pilot study, Choose and Book was formally launched in January 2006. This is the first study of patient experience of Choose and Book since then.Methods: A questionnaire survey of reported experience of choice over the time, data and place of appointment, carried out in a National Health Service hospital in London. 104 patients at their first outpatient appointment completed the questionnaire, consisting of a consecutive series of patients referred through Choose and Book and a sample referred through the conventional booking system.Results: Among the Choose and Book patients, 66% (31/47; 95% CI 52 to 78%) reported not being given a choice of appointment date, 66% (31/47; 95% CI 52 to 78%) reported not being given a choice of appointment time, 86% (37/43; 95% CI 74 to 94%) reported being given a choice of fewer than four hospitals in total and 32% (15/47; 95% CI 20 to 46%) reported not being given any choice of hospital.Conclusion: In this study, patients did not experience the degree of choice that Choose and Book was designed to deliver.

Type:Article
Title:Does Choose & Book fail to deliver the expected choice to patients? A survey of patients' experience of outpatient appointment booking
Open access status:An open access publication
DOI:10.1186/1472-6947-8-36
Publisher version:http://www.ncbi.nlm.nih.gov/pmc/ articles/PMC2529277/?tool=pubmed
UCL classification:UCL > School of Life and Medical Sciences > Faculty of Population Health Sciences > Institute of Epidemiology and Health Care > CHIME

Archive Staff Only: edit this record