How can you provide better care to diabetes patients? - Healthwatch England
Over 4.3 million people are living in the UK with a diabetes diagnosis. People with diabetes face the daily challenge of having to manage and monitor their condition. We've dipped into people's experiences of diabetes care to see how NHS staff and services can better support people with diabetes.
People told us about positive experiences with their diabetes care team, for example, getting their annual checks, telling us about proactive communication from their GPs and endocrinology departments, feeling listened to during diabetes clinic appointments and how regular contact with diabetes professionals has helped them to manage their condition.
However, these issues stood out when it came to how support could be better: access to information about their care, ensuring people are getting their annual reviews, getting the right medication at the right time and using technology.
The diagnosis and getting the right information
A person's diabetes care journey begins with their diagnosis. People are often anxious, so finding out the results as quickly and sensitively as possible is important. People also want to have the right information to help them to manage their condition and to find out more about the treatment options that are available.
But we heard from people who found out about their diabetes diagnosis through a phone call, voice message, or the NHS app. People also told us that they didn't get any information about diabetes when they were diagnosed, leaving them feeling unsupported, and about the stress experienced while they waited for the actual appointment to discuss their diagnosis.
Insights on managing diabetes in ethnic minority communities
Healthwatch Sandwell published reports in August and September that include insights about diabetes care from members of the Afro-Caribbean and South Asian communities.
The reports highlighted the need for culturally appropriate information on the management and prevention of diabetes, including more information tailored towards different cultural foods and diets and the need for more information about diabetes management in languages other than English.
Annual checks
Every year, people with diabetes should be invited for a range of checks and tests to help manage their diabetes, including different blood tests, an eye screening and a foot check. This is also an opportunity for patients to talk to their care team about their treatment plan.
People shared positive experiences of getting their annual checks, telling us about proactive communication from their GPs and endocrinology departments, feeling listened to during diabetes clinic appointments and about how regular contact with diabetes professionals has helped them to manage their condition.
However, we have also heard from people who struggled to get the checks they should have, including some people who told us they hadn't been invited to a diabetic check since before the pandemic.
We also heard from people with type two diabetes whose GPs are refusing to do foot checks, and some people told us that GPs were suggesting that they should see specialist podiatrists instead.
"I have been informed I am no longer entitled to foot checks. If something should crop up on my feet, I have to be referred by GP. (They) have said they will not take on the regular foot checks, but (they) will see me if I develop a problem with my feet. I am a type 2 diabetic".
Getting the right medication at the right time
People with diabetes need to have timely access to the right medication for their treatment. People told us about issues getting the right medication from their GP or their GP changing or stopping a prescription.
One person with type one diabetes told us that their GP had withheld a prescription for insulin as their diabetic review was overdue. Another person said to us that their GP has just stopped prescribing their medication for diabetes and a heart condition for the fourth time.
We also heard about medication shortages, including one example where their GP would like to prescribe a new medication, but it's unavailable until after Christmas.
Using technology to help manage diabetes
Technology is a very important part of managing diabetes today, and people told us about the positive effects technology can have on people’s lives. This included one story where a young man shared their experience using a Freestyle Libre sensor, helping them manage their blood sugars while working as a fitness instructor
However, people also told us about issues with technology and that more needs to be done to ensure treatment teams can help their patients make the best use of the opportunities new technologies provide for managing diabetes. In one example, a person was referred to an online diabetes programme but couldn’t navigate the course page. Another person told us about technical issues using a Bluetooth-enabled insulin pump, but after the app stopped working, they were advised to get a new phone.
What are people telling us about their care?
Last year over 400,000 people told us about their experiences of NHS and adult social care.
Learn more about the issues that are important to patients and how you can better support their healthcare journey.
