Hillingdon Sexual Health Services Review

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Summary of report content

In June 2019, Public Health Hillingdon initiated a review of Hillingdon’s sexual and reproductive health services for young people. To ensure the services truly meet the needs of local young people they invited Young Healthwatch Hillingdon to conduct mystery shopping activities across online and telephone services, pharmacies and dedicated sexual health clinics and to produce a report of our findings. 4 scenarios

Activities were conducted throughout August and clinics were informed by Public Health Hillingdon that mystery shopping activities would be taking place during this period. In July 2019, members of Young Healthwatch Hillingdon ran two focus groups with approximately 90 young people.

The report looks at the functionality of various websites and the information about sexual health services provided, quality of information provided by telephone services, information provided by pharmacies, sexual health clinics.

The focus groups looked at young people’s expectations of sexual health clinics.  They wanted them to be open 24/7, staff to be welcoming and non-judgemental, the waiting room should be relaxed and have useful information and a range of services offered, including online.

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General details

Report title 
Hillingdon Sexual Health Services Review
Local Healthwatch 
Healthwatch Hillingdon
Date of publication 
Thursday, 29 April, 2021
Date evidence capture began 
Saturday, 1 June, 2019
Date evidence capture finished 
Wednesday, 31 July, 2019
Key themes 
Building and facilities
Communication between staff and patients
Health protection
Holistic support
Information providing
Service delivery organisation and staffing
Staff attitudes

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Local Council
Primary research method used 
Focus group
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
Secondary care services 
Sexual health

Details about conditions and diseases

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 
16-17 years
18-24 years
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? 
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? 
Not known

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.