Summary of report contentFrom 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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Provider feedback - Primary Care
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
Cleanliness hygiene and infection control
Food and nutrition
Quality of staffing
Quality of treatment
Waiting times and lists for treatment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
Primary research method used
How was the information collected?
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Number of people who shared their views
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?
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?