Summary of report contentHealthwatch 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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Circle Musculoskeletal Service patient experience survey
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
Building and facilities
Communication between staff and patients
Consent to care and treatment
Continuity of care
Integration of services
Quality of appointment
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Waiting times and lists for treatment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
Primary research method used
How was the information collected?
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Diagnostic and/or screening service - single handed sessional providers
Secondary care services
Conditions or diseases
What type of pregnancy or maternity themes are included in the report
Number of people who shared their views
All people 18 and over
Does the information include public's views?
Does the information include carer's, friend's or relative's views?
Does the information include staff's views?
Types of health and care professionals engaged
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
Were recommendations made by local Healthwatch in the report?
Does the information contain a response from a provider?
Is there evidence of impact in the report?
Is there evidence of impact external to the report?