The experience of health, care and community services

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Summary of report content

This report is based on the experience of 641 people. Feedback has been obtained from a variety of sources, including general engagement and comments posted online (including Care Opinion, NHS and social media).

Feedback suggests people receive good quality, compassionate treatment and care overall, with good levels of involvement. Administration and service access remain as leading negative issues.

Key issues discussed:

  • Information, involvement and support: 70% positive feedback
  • Quality and empathy: 80% positive feedback
  • Access to services: 59% negative feedback, including telephone access and punctuality
  • GP services: 200 people commented on GP services, with 54% positive feedback. Key issues were booking appointments, administration, telephone services and waiting lists.
  • Dentists: 168 people commented on dentists with 89% of feedback being positive.

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General details

Report title 
The experience of health, care and community services
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Wednesday, 28 April, 2021
Date evidence capture began 
Friday, 1 January, 2021
Date evidence capture finished 
Wednesday, 31 March, 2021
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Integration of services
Quality of appointment
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Waiting times and lists for treatment

Methodology and approach

Primary research method used 

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
GP practice
Community services 
Continuing care

Details of people who shared their views

Number of people who shared their views 
Does the information include public's views? 
What was the main sentiment of the people who shared their views? 

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.