Provider feedback: Luton and Dunstable Hospital

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Summary of report content

From May-October 2016, Healthwatch Luton have received 24 reviews in this period regarding services within Luton and Dunstable Hospital. The overall sentiment of the feedback is positive - mainly 46% of the reviews were positive and 29% were negative. The average Healthwatch rating for Luton and Dunstable Hospital has been a 4/5 star rating. This average rating system is marked on Cleanliness, staff attitude, waiting times, treatment explanation, quality of care and quality of food. The main source of feedback has been via the website (19), and then engagement Healthwatch have carried out with our Seldom Heard groups, Tokko (3) and NOAH (2). This can be viewed in more detail in the statistics below regarding sources and how they rated the service they received. Regarding the NHS Friends and Family recommendations, 6 were likely to recommend this service, 10 were likely to recommend and 3 were unlikely to recommend. This can be viewed in more detail in the statistics below regarding NHS Friends and Family Test. The sentiment trackers highlights positive and negative feedback through the months - showing May, June, July and September had majoritively positive feedback, whilst August showed only negative feedback. This can be viewed in more detail in the statistics below regarding monthly sentiments on the sentiment tracker. Through the themes tagging, treatment and care rated highest on positive feedback and administration rated highest in negative feedback, along with discharge being highlighted as mainly negative.

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General details

Report title 
Provider feedback: Luton and Dunstable Hospital
Local Healthwatch 
Healthwatch Luton
Date of publication 
Tuesday, 18 October, 2016
Date evidence capture began 
Tuesday, 18 October, 2016
Date evidence capture finished 
Tuesday, 18 October, 2016
Type of report 
Report
Key themes 
Cleanliness hygiene and infection control
Food and nutrition
Quality of treatment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-1012

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
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

Details of people who shared their views

Number of people who shared their views 
24
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? 
Yes
Types of health and care professionals engaged 
Service manager
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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No
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.