Experiences of services Q4

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Summary of report content

Healthwatch City of London examined local people's experiences of services by looking at findings from Enter and View visits, outreach events, website and social media visits. They heard from 109 people who commented on various issues, such as staff attitude, quality of care, and the booking process about a number of different services, such as pharmacies, hospitals, dentists, and GP practices. 

They found there was a mixture of positive and negative feedback. 

There were no recommendations made and no service provider responses. 

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General details

Report title 
Experiences of services Q4
Local Healthwatch 
Healthwatch City of London
Date of publication 
Tuesday, 10 December, 2019
Date evidence capture began 
Wednesday, 2 January, 2019
Date evidence capture finished 
Sunday, 31 March, 2019
Type of report 
Report
Key themes 
Access
Admission
Booking appointments
Building and facilities
Communication between staff and patients
Decor
Digitalisation of services
Health promotion
Health protection
Holistic support
Information providing
Lifestyle and wellbeing
Public involvement
Quality of care
Quality of patient transport
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Support
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-4898

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 
Engagement event
Observation
Survey
How was the information collected? 
Research
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Primary care services 
Community pharmacy
Dentist (non-hospital)
GP practice
Secondary care services 
General surgery

Details of people who shared their views

Number of people who shared their views 
109
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
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? 
Not known
Does the information include other people's views? 
No
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? 
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.