Making hospital care more accessible: what’s changing in hospitals in Harrogate and Ripon
People have told us that hospital care does not always meet their needs, especially when they need extra support.
When people talk to us about hospital care, it is often the same things that come up. Not always big issues, but the small moments that can make care easier or harder than it needs to be.
What often makes the biggest difference is something simple. It is whether someone takes the time to understand what matters to you and acts on it early, rather than later when things have already become difficult.
For some people, it is the environment. Busy wards, bright lights and noise can feel overwhelming.
For others, it is communication, not being asked what would help, or not feeling listened to.
We also hear that support can depend on who you see. One person might get the right help straight away, while another has to explain their situation repeatedly to different staff.
This has come through clearly in our work on making healthcare more accessible. In many cases, it is not about big changes. It is about simple, practical things. How information is shared. How appointments are arranged. Whether the environment works for the person in front of you.
These may seem like small things, but they shape people’s whole experience of care.
What people told us
When people shared their experiences with us, a number of common things came up.
- not being asked about their needs
- having to repeat the same information about their health to different staff
- hospital environments feeling overwhelming or unfamiliar
- not knowing what support is available
- carers not always being recognised or involved
For people with learning disabilities, autism, dementia, or other needs, this can make accessing care much harder. In some cases, it can put people off seeking help altogether.
What’s happening at hospitals in Harrogate and Ripon
Harrogate and District NHS Foundation Trust has started to put more structure around how it identifies and supports people who may need extra help.
The focus is on recognising people’s needs earlier, recording them clearly, and making sure that information is visible to staff so it can be acted on.
Some of this was already happening in parts of the hospitals. The difference now is the move towards making it more consistent, so people have a similar experience wherever they are seen.
What this looks like in practice
One of the main changes is how information about people’s needs is recorded and shared.
Patients with a learning disability are now flagged on the hospital's records, along with any communication needs, such as easy read information, large print or interpreters. This means staff can see what support might be needed before an appointment even begins.
People are also being encouraged to say what works for them. For example, patients may be asked simple questions about what would make things easier, such as:
- being seen more quickly if waiting is difficult
- having a quieter space
- bringing a carer or family member with them
- having extra time during appointments
- receiving information in a different format
These are often small changes, but they can make a big difference to how someone experiences care.
Supporting staff to respond
Tools like “Stop, Think, Adjust” are being used to help staff pause and ask a simple question: does this person need anything different to make their care work for them?
It is about taking a moment to think ahead and make small changes early, rather than waiting until something goes wrong.
There are also changes to how care is planned. For example:
- simple prompts built into hospital appointments and maternity care to remind staff to ask about people’s needs
- follow up calls if someone with a learning disability misses an appointment, to check if they need support or help to rebook
- involvement of learning disability liaison nurses, where this would make things easier for the person
All of this helps make these adjustments part of everyday care, rather than something that is added at the last minute.
Making care more personal
Another change is the introduction of “About Me” documents.
These are simple forms that patients or carers can complete to share important information, such as how someone prefers to communicate, what they like or dislike, and what might make them anxious.
They can be kept by the bedside and shared with staff, helping people feel more understood as individuals, not just patients.
They are particularly important for people living with dementia, but can be used more widely.
Practical support on the day
The local hospitals have introduced small, practical changes to make hospital visits easier.
This includes providing sensory and distraction items, such as:
- ear defenders
- eye masks
- fidget and sensory items
- colouring books
These can help people feel calmer and more comfortable in what can be a busy and unfamiliar environment.
Why these things matter
For people, these kinds of changes can make a real difference.
They can reduce anxiety, make communication easier, and help people feel more in control of their care.
They also help staff understand people better, which can lead to more personalised and effective support.
While many of these changes are small on their own, together they can improve how people experience hospital care.
What we’d like to see next
This is a positive step, but we know there is still more to do.
From what people tell us, it is important that:
- people are asked about their needs early and consistently
- this information is clearly recorded and used by all staff
- people do not have to keep repeating themselves
- carers are recognised and involved where appropriate
- support is consistent across all departments
We will continue to share what people tell us about their experiences and highlight where changes like this are making a difference.
This article is based on information shared by Harrogate and District NHS Foundation Trust about how they are improving support for people who need reasonable adjustments.
