Circle Musculoskeletal Service patient experience survey

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Summary of report content

Healthwatch Central Bedfordshire were commissioned by Circle MSK, the provider of integrated muskuoskeletal (MSK) services across Bedfordshire, to conduct an independent patient experience survey to gather feedback from patients who have had experience of the MSK Service in the twelve months prior to December 2017. Their were 78 respondents to the survey which was specifically designed to understand current service delivery from the patient’s perspective, with a focus on their current and/or previous experience including how patients accessed the service. Overall, the survey shows satisfaction with the Circle MSK service is generally good, although it is clear from the comments from patients who completed the survey that there are polarised opinions about the service. Where the service meets the needs of patients, respondents were clearly satisfied with the service; a locally delivered service, with skilled and caring staff, were all highlighted as key components of a quality service delivered by Circle MSK. However, it appeared, through the narrative of a number of patient responses, that those with complex care needs were less than satisfied with the service. A number of factors contributed to these experiences, including issues with waiting times, referral issues and treatment concerns. The report made seven recommendations which centred around better promotion of referral methods and the choice of place of treatment, improving treatment pathways for patients with complex needs and more transparency with regard to pathways and treatment options, including the availability of services and the rationale, or explanation, for those who may be ineligible. No response from the provider was included.

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General details

Report title 
Circle Musculoskeletal Service patient experience survey
Local Healthwatch 
Healthwatch Central Bedfordshire
Date of publication 
Sunday, 1 April, 2018
Date evidence capture began 
Monday, 27 November, 2017
Date evidence capture finished 
Saturday, 31 March, 2018
Type of report 
Report
Key themes 
Access
Administration
Admission
Booking appointments
Building and facilities
Communication between staff and patients
Consent to care and treatment
Continuity of care
Diagnosis
Engagement
Health promotion
Health protection
Information providing
Integration of services
Quality of appointment
Quality of staffing
Quality of treatment
Referrals
Service delivery organisation and staffing
Staff attitudes
Waiting times and lists for treatment
Healthwatch reference number 
Rep-6808

Methodology and approach

Was the work undertaken at the request of another organisation? 
Yes
What type of organisation requested the work 
Service Provider
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 health and care services included in the report

Primary care services 
Diagnostic and/or screening service - single handed sessional providers
Secondary care services 
Physiotherapy

Details about conditions and diseases

Conditions or diseases 
Musculosceletal conditions
What type of pregnancy or maternity themes are included in the report 
N/A

Details of people who shared their views

Number of people who shared their views 
78
Age group 
All people 18 and over
Gender 
All
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Not known
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
No
Types of health and care professionals engaged 
N/A
Does the information include other people's views? 
Not known
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? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.