Patient Experience Overview Report, Knowsley

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Summary of report content

To give the CCG Governing Body an overview of the current patient experience being collected by Healthwatch Knowsley and the actions being taken in response to them. 782 were received and collated by Healthwatch Knowsley. These related to services including, Care Homes, Community Services, Dentist, GP, Hospital, Mental Health, Optician, Other and Pharmacy. Overall, 173 responses rated the services as excellent, 59 good, 41 not good, 33 ok, 12 poor. Healthwatch Knowsley captured the views of the public through roadshow activities, community activities, focus groups, social media and surveys. Future reports will focus on the exceptions in services, both good and bad and any emerging trends that are coming through.

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Report 
PDF icon 20160731_Knowsley_Healthwatch Knowsley Patient Experience Overview .pdf

General details

Report title 
Patient Experience Overview Report, Knowsley
Local Healthwatch 
Healthwatch Knowsley
Date of publication 
Tuesday, 2 February, 2016
Date evidence capture began 
Tuesday, 2 February, 2016
Date evidence capture finished 
Tuesday, 2 February, 2016
Type of report 
Patient experience
Key themes 
Access
Administration
Discharge
Engagement
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
Support
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-6284

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Focus group
Survey
How was the information collected? 
Engagement Event
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced/Unannounced

Details of health and care services included in the report

Primary care services 
Community pharmacy
Dentist (non-hospital)
GP practice
Optometry services
Mental health services 
Community mental health team (CMHT)
Social care services 
Residential care home
Community services 
Community health care services - independent midwives

Details of people who shared their views

Number of people who shared their views 
782
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
No
Does the information include other people's views? 
Yes
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact

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.