Patient Experience Report 2021/2022: Quarter 2, July - September

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Summary of report content

During lockdown due to the COVID-19 pandemic, Healthwatch Bromley introduced a new model for its Patient Experience Programme. This involved the collection of feedback through telephone calls to Bromley residents, and collating existing online reviews from relevant platforms, such as NHS, Care Home, Google reviews and Care Opinion.

This report covers Quarter 2, from July to September 2021, and reflects the individual patient experience of health and social care services. During this time, 601 reviews were collected. Of these, 69% were positive, 6% neutral and 25% negative.

Key parts of the report include reviews for GP, dental and pharmacy services, which highlight service users’ high levels of satisfaction with staff attitudes and the quality of care and treatment. The report also identifies some areas of concern, such as the communication between services and their patients, and waiting times to be seen at an appointment.

In addition, Healthwatch Bromley collected more reviews about mental health services this quarter. The comments here were predominantly negative.

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General details

Report title 
Patient Experience Report 2021/2022: Quarter 2, July - September
Local Healthwatch 
Healthwatch Bromley
Date of publication 
Thursday, 4 November, 2021
Date evidence capture began 
Thursday, 1 July, 2021
Date evidence capture finished 
Thursday, 30 September, 2021
Key themes 
Booking appointments
Building and facilities
Car parking access
Car parking charges
Communication between staff and patients
Consent to care and treatment
Cost of services
Food and nutrition
Health and safety
Information providing
Patient records
Quality of appointment
Quality of care
Staff attitudes
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Other information of note about this report 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories

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 
Mental health crisis service
Mental health recovery service
Social care services 
Adult social care
Urgent and emergency care services 
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Asian / Asian British
Black/ African / Caribbean / Black British
Specific ethnicity if known 
Any other White background
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Not known
What was the main sentiment of the people who shared their views? 

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.