Patient experience report

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Summary of report content

Healthwatch Knowsley was established in April 2013 as the new independent community champion created to gather and represent the views of the Knowsley community. Healthwatch plays a role at both national and local level and makes sure that the views of the public and people who use services are taken into account. During the period for which the report relates 106 comments have been collated, which contained a combination of positive and negative comments. The service areas this report relates to are Accident and Emergency, After Care, Cancer Services, Inpatient Care, Mental Health, Ophthalmology, Orthopaedics, Outpatients and Urology. The key themes in relation to these services include Care & Compassion,Dignity, Hygiene, Nutrition/Hydration, Communication, Waiting for appointment, Waiting at appointment, Discharge, Accessibility, Quality/Safety, Staff Attitudes and Coordination of services. The report contains 1 recommendation specific to long waiting times at A and E.

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General details

Report title 
Patient experience report
Local Healthwatch 
Healthwatch Knowsley
Date of publication 
Saturday, 1 February, 2014
Date evidence capture began 
Saturday, 1 February, 2014
Date evidence capture finished 
Saturday, 1 February, 2014
Type of report 
Report
Key themes 
Access
Building and facilities
Communication between staff and patients
Engagement
Information providing
Quality of appointment
Quality of care
Quality of regulation
Quality of staffing
Quality of treatment
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-5931

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 
Survey
User stories
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Secondary care services 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds
Cancer services
Inpatient care
Ophthalmology
Orthopaedics
Urology
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
106
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? 
No
Does the information include staff's views? 
No
Types of health and care professionals engaged 
N/A
Does the information include other people's views? 
No
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? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
Not known
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.