Experience summary report

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Summary of report content

Healthwatch Devon compiled a report to reflect how they gather experiences of patients who use services run by Northern Devon Healthcare NHS Trust. They used data collected between the 1st of April 2013 and the 31st of March 2015. The report was compiled using information from 138 individual responses. The report presented analysis of who had sent feedback to Healthwatch Devon, for example, 52% of commentators were patients or service users, and 22% were relatives or carers. The report also provided a thematic analysis identifying the main areas that received negative feedback. These areas were communication, care in the community, access to treatments, complaints handling, timeliness of treatment or care, and facilities. The report also provided a summary of the care areas that Healthwatch Devon received feedback on, where this had been specified. Although most respondents did not specify the care area, the most common specified area was musculoskeletal health. The report made several recommendations for areas that Northern Devon Healthcare NHS Trust should priorities for the year. These were; communication, providing information, access to treatments and services, accident and emergency department, and end of life care. The report also included a list of next steps. The report did not include a response from Northern Devon Healthcare NHS Trust.

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General details

Report title 
Experience summary report
Local Healthwatch 
Healthwatch Devon
Date of publication 
Wednesday, 1 April, 2015
Date evidence capture began 
Monday, 1 April, 2013
Date evidence capture finished 
Tuesday, 31 March, 2015
Type of report 
Report
Key themes 
Access
Communication between staff and patients
Complaints procedure
Quality of care
Waiting times and lists for treatment
Healthwatch reference number 
Rep-5249

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Survey
How was the information collected? 
Website Feedback
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

Community services 
Other

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 
138
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
Not known
What was the main sentiment of the people who shared their views? 
Mixed

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? 
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.