Healthwatch Lewisham Intelligence Report - August 2019- February 2020

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Summary of report content

Healthwatch Lewisham’s intelligence report highlights the key findings, impact and themes that emerged from the experiences Lewisham residents shared with them during the period, during the period August 2019 to February 2020.

The report outlines research that Healthwatch Lewisham have undertaken on GP extended access programmes, Enter and View visits to Oakfield Family Practice, Big Health Day and reading for wellbeing.  The report sets out the main findings and any changes that providers have made as a result of their research.

The report also sets out the key themes from cases dealt with by the Independent Health Complaints Advocacy Service that Healthwatch Lewisham runs. These included difficulties with patient transport, challenging sectioning under the Mental Health Act, early discharge from hospital, quality of treatment at hospital/ poor aftercare, difficulties with NHS Continuing Healthcare and  funding Issues with repeat prescription.

The final part of the report looks at common themes in the 487 individual pieces of feedback that Healthwatch Lewisham received during this period about local health and care services. These reviews encompassed 62 different services in Lewisham or surrounding boroughs. Just over half of all patient stories were positive and 26% were negative.

There were four main recurring issues in this feedback: Access to GP appointments; limited learning disability awareness amongst health professionals; waiting times within University Hospital Lewisham, and the lack of communication around hospital appointments.

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General details

Report title 
Healthwatch Lewisham Intelligence Report - August 2019- February 2020
Local Healthwatch 
Healthwatch Lewisham
Date of publication 
Thursday, 26 March, 2020
Date evidence capture began 
Thursday, 1 August, 2019
Date evidence capture finished 
Saturday, 29 February, 2020
Type of report 
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Quality of care
Quality of catering
Quality of patient transport
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
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 
Engagement event
Focus group
User stories
How was the information collected? 
Visit to provider
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 
Ear, nose and throat
Respiratory medicine
Accident & emergency
Urgent and emergency care services 
Accident & emergency
Other services 
Patient transport

Details about conditions and diseases

Types of disabilities 
Learning or understanding or concentrating
Types of long term conditions 
Learning disability

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? 
Not known
Does the information include staff's views? 
Not known
Does the information include other people's views? 
Not known
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.