Healthwatch Barking and Dagenham is set to launch new research projects focusing on NHS referrals and the use of the NHS App, as outlined in their work programme for 2026-2027. The organisation, which gathers and represents local people's experiences of health and care services, will delve into the referral process to identify areas for improvement.
This project specifically examines the pathway between referral and the first appointment, aiming to gather detailed insights from residents about their referral journeys. Feedback has indicated long waits, unclear next steps, and inconsistent communication after patients are referred to services. The referral project came about because we know that there's been delays across the board in terms of referrals and actually being seen by whether it's hospital trust or mental health services. So we had some feedback and evidence which showed that actually there are challenges from the point that somebody actually gets referred from their GP to the service and the communication between that phase, that pathway, and then also what the individual experience is once they've had their first appointment at the service. So what we didn't want to do, because that's quite a large pathway, we wanted to narrow down at one path where we had some evidence, which was the pathway between referral to their first appointment,
explained Manisha Modhvadia, Healthwatch Barking and Dagenham Manager.
Additionally, Healthwatch will explore residents' experiences with the NHS App, a key component of the NHS's digital transformation strategy. The research aims to identify barriers to its use, particularly for those who are digitally excluded or face literacy challenges, and to highlight areas where the app is working well. Healthwatch anticipates finding issues related to people affording internet access and challenges with literacy that prevent individuals from using apps. Some users are also experiencing usability challenges and there is missing health information within the app. We know that there's issues with people affording the internet. We know that there's issues with people not necessarily being able to use the internet or apps because of literacy, et cetera. But what we wanted to find out is when people, number one, when people are using these apps, is it working for them? And we're finding that, actually, there are loads of things that don't work.
Manisha Modhvadia presented the work programme to the Health Scrutiny Committee, as detailed in the Public reports pack Monday 14 September 2026 19.00 Health Scrutiny Committee. She explained that the projects are designed to gather detailed insights from residents.
Councillor Marion Hull questioned the connection between hospital discharge and primary care services, specifically regarding follow-up appointments. Modhvadia clarified that while the current project focuses on the referral pathway to the first appointment, feedback on discharge experiences is gathered through other avenues.
Councillor Donna Lumsden inquired about how Healthwatch's work complements or duplicates the scrutiny efforts of local authorities and the Integrated Care Board (ICB). Modhvadia confirmed that Healthwatch holds regular meetings with the ICB and BHRUT to avoid duplication and ensure their work complements existing efforts.
Healthwatch ensures that the insights gathered from residents are representative of the diverse demographics within Barking and Dagenham by working closely with the Faith Leaders Network, attending community events, and collaborating with adult social care to reach isolated individuals. They also monitor demographic data quarterly and adapt their engagement schedule accordingly.
Healthwatch's recommendations are sent to service providers and commissioners, who are required to respond within 21 working days with an action plan. Healthwatch then monitors the implementation of these changes. Ms. Modhvadia explained that recommendations are sent to service providers and commissioners, who must respond within 21 working days with an action plan. Healthwatch then monitors the implementation of these changes.
While they track the impact of changes, they do not focus on producing SMART
(Specific, Measurable, Achievable, Relevant, Time-bound) outcomes, as this is the responsibility of the NHS and local council. Success is also defined by impacting even one person.
Even impacting one person is considered a success,
Modhvadia added, emphasising the organisation's commitment to making a tangible difference in people's lives.
