Cumbria health on call: Independent review of patient experience

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General details

Report title 
Cumbria health on call: Independent review of patient experience
Local Healthwatch 
Healthwatch Cumbria
Date of publication 
Tuesday, 3 January, 2017
Date evidence capture began 
Thursday, 1 September, 2016
Date evidence capture finished 
Wednesday, 30 November, 2016
Type of report 
Report
Key themes 
Access
Administration
Booking appointments
Communication between staff and patients
Diagnosis
Health promotion
Health protection
Information providing
Integration of services
Lifestyle and wellbeing
Medication
Patient records
Quality of care
Quality of treatment
Referrals
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Other information of note about this report 
Good Practice
Healthwatch reference number 
Rep-5683

Methodology and approach

Was the work undertaken at the request of another organisation? 
Yes
What type of organisation requested the work 
Service Provider
If this work has been done in partnership, who is the partner? 
Cumbria Health on Call service (CHoC)
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 
Out of hours
NHS 111

Details about conditions and diseases

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 
1676
Age group 
All
Gender 
All
Ethnicity 
All
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? 
No
Does the information include other people's views? 
Not known
What was the main sentiment of the people who shared their views? 
Positive

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? 
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.