Summary of report content
This report is based on the experience of 561 people. Feedback has been obtained from a variety of sources, including general outreach and comments posted online (NHS, Care Opinion and social media).
Feedback suggests that people are broadly satisfied with customer service (staff attitude and quality). While service access remains an issue for many - complaints about ability to book appointments, waiting times and lists have all marginally decreased this quarter. Administration also remains an issue, with more complaints recorded. Overall sentiment is 60% positive, 39% negative and 1% neutral.
The ability to obtain timely appointments is a problem for many, with accounts of congested telephone lines and waits of days (or more) to see a clinician. Choice is also an issue, with some patients not comfortable with, or able to undertake remote appointments.
Experiences indicate most people receive good quality, compassionate treatment and care, and feel supported and involved.
Over 100 people left negative feedback about administration, with sentiment clearly negative overall. People would also like greater levels of communication and support from administrative staff, comments suggest.