Patient Experience report for Sefton

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Summary of report content

This report details the experiences, which Sefton residents and staff have shared with us on Liverpool Community Health (LCH) services based at Maghull Health Centre. All of the reviews shared with us have been added to the Healthwatch Sefton Feedback Centre. For this report Healthwatch Sefton attended Maghull Health Centre and spoke to patients, relatives, visitors and staff to find out what they like about LCH community services at Maghull Health Centre and what improvements they would like to see. 81 responses were collated for this report. The sentiment of the reviews are analysed as being an average of 42% positive and 17% negative, with 41 % neutral. The information above also shows that the Trust scored an average rating of 4 stars out of 5 during this period. With an overall experience rating of 4 out of 5. However, there were ongoing concerns from patients about the telephone lines and staff shortages at the Maghull Health Centre. Recommendations; to consider options available concerning disability access within the building. In addition Healthwatch Sefton have raised this issue with NHS England, to consider car park options in particular reference to disabled parking, to look into the possibility of lowering the sanitiser hand gels or adding new dispensers so that they are accessible to people with disabilities and children, to assess the issues raised regarding the shared space for Podiatry treatment and the impact this has on patient privacy, dignity and confidentiality. (As above), to consider installing a water cooler in the waiting area.

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General details

Report title 
Patient Experience report for Sefton
Local Healthwatch 
Healthwatch Sefton
Date of publication 
Friday, 11 November, 2016
Date evidence capture began 
Tuesday, 11 October, 2016
Date evidence capture finished 
Friday, 11 November, 2016
Type of report 
Patient experience
Key themes 
Access
Administration
Admission
Booking appointments
Building and facilities
Car parking access
Car parking charges
Cleanliness hygiene and infection control
Decor
Engagement
Food and nutrition
Health inequalities
Information providing
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting times and lists for treatment
Healthwatch reference number 
Rep-6360

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 
Structured interview
Survey
User stories
How was the information collected? 
Visit to provider
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

Primary care services 
GP practice
Secondary care services 
Appointments
Podiatry

Details of people who shared their views

Number of people who shared their views 
81
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? 
Yes
Types of health and care professionals engaged 
Administrative
Does the information include other people's views? 
Yes
What was the main sentiment of the people who shared their views? 
Positive

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
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.