General feedback survey

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Summary of report content

Healthwatch Sutton have been invited to be part of some of these discussions, however, it was felt that, whilst there was some engagement with local people around particular initiatives, they did not have an overall barometer of people’s views and their awareness of changes that were planned. In order to address this, a short 12 question survey was created to capture the overall picture of people’s views in the borough. Healthwatch Sutton used the mail-out of the Winter 2017/18 newsletter as an opportunity to distribute paper copies of the survey to over 450 residents of the London Borough of Sutton. Respondents were given a freepost envelope to return completed forms. In addition the survey was distributed electronically to approximately 250 voluntary and community sector groups asking them to share through their networks. In total 205 responses were received with the majority being collected through the on-line portal. The key findings informed; despite respondents agreeing relatively strongly that their GP surgery provides a good service (Q1), there is still a theme emerging from the comments that making a convenient/ timely appointment can be difficult (Comments Analysis). 2. Over half the respondents (56%) are now aware that GP appointments are available from 8am to 8pm 7 days a week (Q4). 3. On average local people who completed the survey agree/strongly agree that they are able to access pharmacy services easily where they live (Q1). 4. Nearly three quarters (64%) of local people who responded are aware that Epsom and St Helier hospitals are consulting on changes to hospital services in Sutton (Q3). 5. There was not a strong level of agreement with the statement ‘I know where to go if I need help with my mental health’ (Q1). This is backed up by a good number of comments relating to difficulties accessing mental health services especially services for younger people (Comments Analysis). 6. Approximately 30% of the respondents are aware of the Sutton Health and Care programme (Q5).

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General details

Report title 
General feedback survey
Local Healthwatch 
Healthwatch Sutton
Date of publication 
Sunday, 1 April, 2018
Date evidence capture began 
Sunday, 1 April, 2018
Date evidence capture finished 
Sunday, 1 April, 2018
Type of report 
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Health protection
Information providing
Quality of care
Quality of regulation
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
How was the information collected? 
Not known
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
GP practice
Urgent care services
Secondary care services 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds
Accident & emergency
Mental health services 
Community mental health team (CMHT)
Mental health crisis service
Mental health recovery service

Details of people who shared their views

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

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.