Patient Experience Q1 2021/2022

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Summary of report content

Healthwatch Bromley report on an analysis of patient experiences for the period April to June 2021. During this period they collected 632 experiences.

Nearly two thirds were positive and over a quarter were negative.

The category with the highest number of reviews recorded is GP surgery (148), followed by Dentist (128), Children & Young People – SEND (109) and Hospital (55). The service-type with the lowest number of reviews recorded is Urgent Care (9).

GP services received the most reviews this quarter (148). Of these, 51% (75) were negative, 5% (8) were neutral, and 44% (65) were positive. Dentist services received the second highest number of reviews this quarter (128). Of these 5% (7) were negative, and 95% (121) were positive. Children and Young People – SEND received the third highest number of reviews this quarter (109). Of these 52% (57) were negative, 24% (26) were neutral, and 24% (26) were positive. Hospital received the fourth highest number of reviews this quarter (55). Of these 26% (14) were negative, 5% (3) were neutral and 69% (38) were positive.

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General details

Report title 
Patient Experience Q1 2021/2022
Local Healthwatch 
Healthwatch Bromley
Date of publication 
Monday, 16 August, 2021
Date evidence capture began 
Thursday, 1 April, 2021
Date evidence capture finished 
Wednesday, 30 June, 2021
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Integration of services
Staff attitudes
Waiting times and lists for treatment

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
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
Secondary care services 
Inpatient care
Mental health services 
Child and adolescent mental health services (CAMHS)
Community mental health team (CMHT)
Social care services 
Home care / domiciliary care
Nursing care home
Residential care home
Urgent and emergency care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
Age group 
25-64 years
65-85 years
85 +
Asian / Asian British
Black/ African / Caribbean / Black British
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? 
Not applicable
Is there evidence of impact in the report? 
Not applicable
Is there evidence of impact external to the report? 
Not applicable

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.