October 2021 Feedback Report

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Summary of report content

The feedback presented in this report represents 456 responses from the following sources:

  • Calls and emails to Healthwatch Greenwich from Greenwich residents and service users
  • Meetings between Healthwatch Greenwich and groups of Greenwich service users
  • Conversations as seen on social media and community platforms
  • Online reviews of services

Key themes included in this report:

  • COVID-19 Vaccination information is confusing to many people.
  • Mixed reports of experiences at GPs, with long waiting times and difficulties resulting from virtual appointments.
  • Difficulty getting timely appointments resulting in patients using NHS 111 or A&E
  • Difficulty making complaints
  • Service users report having to follow up multiple times for prescriptions to be sent to their pharmacy on time.
  • Long waiting times at emergency departments

This report contains a number of case studies illustrating these experiences.

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General details

Report title 
October 2021 Feedback Report
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Tuesday, 11 January, 2022
Date evidence capture began 
Friday, 1 October, 2021
Date evidence capture finished 
Sunday, 31 October, 2021
Key themes 
Booking appointments
Communication between staff and patients
Complaints procedure
Digitalisation of services
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment

Methodology and approach

Primary research method used 
User stories

Details of health and care services included in the report

Primary care services 
Community pharmacy
Dentist (non-hospital)
Diagnostic and/or screening service - single handed sessional providers
GP practice
Secondary care services 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds
Urgent and emergency care services 
Accident & emergency
NHS 111

Details of people who shared their views

Number of people who shared their views 
Does the information include public'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? 

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.