Community Services patient experience report, Knowsley

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Summary of report content

Healthwatch Knowsley have a wide range of patient experience data collection and intelligence gathering interventions including community based Focus groups, Roadshows, Social Media and Information Stands. For this piece of work, a Patient Feedback Form was utilised in combination with a hospital focused Survey. At the outset of the Report, Healthwatch Knowsley provide a contextual summary of the role and function of Local Healthwatch as a community voice and influence underpinned by a common mission, vision and values. This is part of statutory requirements working in partnership with Healthwatch England, local CCGs, the CQC and various strands of NHS England Quality Improvement. In regards to the Hospital Survey areas for feedback, this included waiting times, adequacy and effectiveness of information exchange with the patient, dignity and cleanliness. The responses received were overall very positive with a majority rating of 73% Good and Excellent. In relation to Community Health Services, feedback was indicative of patients expressing overall satisfaction and with a high rating of the Walk-in Centre. Community Health Development as a preventative initiative was also commended by patients with testimonials to illustrate this. Healthwatch Knowsley did however, find some concerns with access to Podiatry and service delivery. This is now being addressed by the NHS Trust.

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General details

Report title 
Community Services patient experience report, Knowsley
Local Healthwatch 
Healthwatch Knowsley
Date of publication 
Monday, 1 February, 2016
Date evidence capture began 
Monday, 1 February, 2016
Date evidence capture finished 
Monday, 1 February, 2016
Type of report 
Patient experience
Key themes 
Access
Booking appointments
Communication between staff and patients
Health promotion
Medication
Healthwatch reference number 
Rep-6283

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
User stories
How was the information collected? 
Not known

Details of health and care services included in the report

Secondary care services 
Chiropody
Diabetic medicine
Ear, nose and throat
Orthopaedics
Podiatry
Mental health services 
Community mental health team (CMHT)

Details about conditions and diseases

Conditions or diseases 
Diabetes and other endocrinal, nutriotional and metabolic conditions
Types of disabilities 
Mental health
Long term condition
Types of long term conditions 
Diabetes

Details of people who shared their views

Number of people who shared their views 
61
Age group 
All
Gender 
All
Ethnicity 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
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.