Provider feedback - Primary Care

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Summary of report content

From April-October 2016, Healthwatch Luton have received 6 reviews in this period regarding GP services in Luton. The overall sentiment of the feedback is positive - mainly 49% of the reviews were positive and 33% were negative. This can be viewed in more detail in the statistics below regarding monthly sentiments. The main areas of negativity were access and communications, and the main positives were treatment, care and referrals. The average Healthwatch rating for Luton and Dunstable Hospital has been a 3/5 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 (48), and then engagement we have carried out with the Seldom Heard groups, Tokko (8) for our Youth and NOAH (3) from the homeless. Regarding the NHS Friends and Family recommendations, 15 were likely to recommend this service, 11 were extremely likely to recommend and 14 were unlikely to recommend. The sentiment trackers highlights positive and negative feedback through the months - showing September, July and June had mainly positive feedback, whilst October, August and May showed mainly negative feedback. Through the themes tagging, Treatment and Care was rated as one of the most fedback experiences, being mainly positive, and Access to Services, allocated the highest fedback experience was mainly negative. Healthwatch Luton have forwarded this Provider Feedback to the CCG on 17.11.16 and have not, as yet, shared this feedback with the individual GP's. This is something Healthwatch are happy to do, but will discuss with CCG. Where serious concerns are raised, or where the feedback provider has requested, we have actioned their concerns and contacted the provider. Healthwatch Luton are meeting with the LCCG as a general meet up in December and will follow up any actions from this. Overall, the general feedback on the GP service in Luton is positive, however, the feedback also highlighted Healthwatch Luton's largest negative feedback (Access to Services) which Healthwatch will be focusing on in the new year, hopefully with the CCG's support.

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General details

Report title 
Provider feedback - Primary Care
Local Healthwatch 
Healthwatch Luton
Date of publication 
Tuesday, 1 November, 2016
Date evidence capture began 
Friday, 1 April, 2016
Date evidence capture finished 
Saturday, 1 October, 2016
Type of report 
Key themes 
Cleanliness hygiene and infection control
Food and nutrition
Quality of staffing
Quality of treatment
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
User stories
How was the information collected? 
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 
GP practice

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? 
Does the information include staff's views? 
Does the information include other people's views? 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.