360° Review

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Summary of report content

This report is a summary of the findings of a 360° review of Healthwatch West Sussex carried out in February and March 2014. Information was collected by 2 surveys - one for significant stakeholders, the other for people that had used the Healthwatch West Sussex helpdesk. Te summary is split between these two sets of results and findings. Findings from the stakeholder survey included: - Respondents who said they were familiar with Healthwatch were more likely to agree that it had clear purposes and aims. - The responses of some participants implied a view that a successful local Healthwatch would be engaging directly with their organisation (and would therefore be ineffective if it wasn’t). - Others appeared more aware that it may not be possible for HWSx to reach everywhere, and were more sympathetic of the need to work selectively. This group appeared more likely to draw its conclusions of Healthwatch from the evidence which it presents, perhaps believing that the depth and breadth of its data will indicate how effectively it is engaging with various groups. Findings from the helpdesk user survey included: - Participants were asked what help they had received when they contacted HWSx. More than half (52%) had received advice about making a complaint, while 33% had made a comment or provided feedback. At least a quarter of calls involved receiving more than one type of help. - There was a strong expectation that the feedback provided would be acted upon quickly and constructively. Some comments conveyed an expectation that action would be taken on individual pieces of feedback, whereas others saw Healthwatch as more likely to act on aggregate. - Respondents were asked how satisfied they were with the service they had received from HWSx. 30% rated this as good and 22% average. However, it should be noted at almost one in five (19%) viewed the service as being poor.

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General details

Report title 
360° Review
Local Healthwatch 
Healthwatch West Sussex
Date evidence capture began 
Saturday, 1 February, 2014
Date evidence capture finished 
Monday, 31 March, 2014
Type of report 
Report
Key themes 
Access
Information providing
Other
Healthwatch reference number 
Rep-5537

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of people who shared their views

Number of people who shared their views 
41
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
N/A
Does the information include other people's views? 
Yes
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
Not known

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.