Patient feedback on Podiatry Foot Health Service, Islington

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Summary of report content

Healthwatch Islington in August and September 2016 visited each of the 7 health centres in the area who offer podiatry, and talked to 33 service users about their experiences. This piece of work was carried out on the back of previous knowledge of long waiting time for podiatry services in the local area and challenges getting through to the centralised booking system. The main findings within the report included: • Praise for the staff and service • Appointments mainly run to time • Problems with appointment letters • Difficult to cancel at short notice • Waits between appointments are getting longer • The appointment booking process is not managed consistently. The recommendations made within the report included: • The system by which podiatry appointment letters are sent out needs to be reviewed and improved. • Health centre reception staff should be able to book in podiatry appointments for patients, in the same way that they do for physiotherapy clinics. • In centres without a health centre receptionist, the podiatrist should be able to book the appointment. • The podiatry appointment system should allow for cancellations at short notice. • Cancelled appointments can then be offered to others, so that they don’t go to waste. There was no response from commissioners or providers within the report.

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General details

Report title 
Patient feedback on Podiatry Foot Health Service, Islington
Local Healthwatch 
Healthwatch Islington
Date of publication 
Friday, 16 September, 2016
Date evidence capture began 
Monday, 1 August, 2016
Date evidence capture finished 
Thursday, 15 September, 2016
Type of report 
Report
Key themes 
Access
Administration
Booking appointments
Information providing
Quality of care
Staff attitudes
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-6331

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 
Engagement event
User stories
How was the information collected? 
Visit to provider

Details of health and care services included in the report

Secondary care services 
Podiatry

Details of people who shared their views

Number of people who shared their views 
33
Age group 
All people 18 and over
Gender 
All
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
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Neutral

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? 
No
Is there evidence of impact external to the report? 
No

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.