Patient Experience Report Q2 2020/2021

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Summary of report content

Healthwatch Waltham Forest reports on the patient feedback it has gathered during Q2 2020/21.  During this period 575 patient experience reviews were collected.

Of these, over two thirds were positive with a rating of 4 - 5 stars. This finding suggests that overall, patients and service users were generally positive about their health and social care experience. However, if this is examined more closely, it is clear that GP services, the service-type that received the highest number of total reviews (191), also had the highest proportion of negative reviews, 46%, compared to any other service. These reviews were largely about administration themes, especially not being able to get through on the phone and appointment availability. The second top theme in this data was staff attitudes which was largely negative.

 Across the remaining six service-types that received the highest number of reviews the top themes in the data were Treatment and Care and Staff, which were overwhelmingly positive. Where appointments are available and patients and service-users have face to face appointments, the perception of Staff Attitudes and Treatment Quality are positive.

Facilities and Surroundings was one of the highest applied themes for Dental services, with specific mention to the subtheme Cleanliness (Infection Control), which was overwhelmingly positive in sentiment.

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General details

Report title 
Patient Experience Report Q2 2020/2021
Local Healthwatch 
Healthwatch Waltham Forest
Date of publication 
Thursday, 17 December, 2020
Date evidence capture began 
Wednesday, 1 July, 2020
Date evidence capture finished 
Wednesday, 30 September, 2020
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of care
Service delivery organisation and staffing
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
How was the information collected? 
Website Feedback
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 
Community mental health team (CMHT)
Social care services 
Day care (social care services)
Nursing care home
Residential care home
Community services 
Community based services for people with mental health needs
Urgent and emergency care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
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
Does the information include other people's views? 
Not known
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? 
Is there evidence of impact external to the report? 
Not known

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.