Health and care community survey 2019

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Summary of report content

Healthwatch Isles of Scilly undertook a survey of all households on the Isles of Scilly in October 2019 to ask about their views of health and social care provision on the islands.  They got a response rate of 21% (203 responses).

Most people felt that GP services at the Health Centre on the islands were good or excellent.  People wanted more frequent physio and chiropractor appointments, a facility for video consultations for appointments on the mainland and someone who could undertake x-rays.

Most people felt that the services provided by the pharmacy were good or excellent.  There were problems for people from the off islands ordering prescriptions.

Most people felt that the dental service on the islands was good or excellent. The main concerns were the telephone messaging service and the difficulty of getting an appointment.

There was a more mixed response about the optician’s service, with many islanders not aware that the service existed, and others waiting a very long time for an appointment.

Most people felt that the service provided by St Marys’ hospital was either good or excellent. Concerns included the amount of waiting time to be seen when there were no other people waiting, the lack of services on the off-islands and outpatient appointments being cancelled.

There was a mixed response about the community health services, with concerns about the physiotherapy service, where there are long waits for appointments and the appointments being more accessible for off-islanders.

Most people rated adult mental health on the islands as either good or excellent.  Concerns included the lack of appointments for talking therapies.

Generally, people felt that adult social care on the islands was good or excellent.  There were concerns that sometimes it is difficult to get equipment.

There were mixed responses about attending hospital as an outpatient and experience as an in-patient.  There were concerns about the time of appointments not fitting in with flight times to the mainland and being discharged from hospital late at night.

Most people felt that maternity and emergency response services were excellent, and their experience of medical travel was positive.

A very high percentage of people rated their experience of services generally as good and excellent. All other services were also rated highly as good or excellent, except children and adolescent mental health, where 84% of ratings were satisfactory to poor.  Generally, people’s experience of children’s services and social care was excellent.

The report includes responses from some of the service providers.

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General details

Report title 
Health and care community survey 2019
Local Healthwatch 
Healthwatch Isles of Scilly
Date of publication 
Wednesday, 12 February, 2020
Date evidence capture began 
Tuesday, 1 October, 2019
Date evidence capture finished 
Thursday, 31 October, 2019
Type of report 
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Continuity of care
Holistic support
Information providing
Quality of care
Quality of patient transport
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
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 
Community pharmacy
Dentist (non-hospital)
GP practice
Optometry services
Urgent care services
Secondary care services 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds
Counselling/improving access to psychological therapies (IAPT)
Discharge lounge
General surgery
Obstetrics & gynaecology
Accident & emergency
Mental health services 
Child and adolescent mental health services (CAMHS)
Community mental health team (CMHT)
Social care services 
Adult social care
Children services
Drug & alcohol services
Community services 
Community healthcare and nursing services
Urgent and emergency care services 
Accident & emergency
Ambulance services
Urgent care services
Other services 
Equipment service
Patient transport

Details about conditions and diseases

Conditions or diseases 
Diabetes and other endocrinal, nutriotional and metabolic conditions
Fertility, pregnancy and childbirth
Injuries, accidents and wounds
Oral and dental health
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 
Not known
Does the information include staff's views? 
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Tangible impact (not cost related)

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.