Provider feedback report - TOKKO

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Summary of report content

Throughout September - December 2016, Healthwatch Luton targeted their engagement within the community. They visited TOKKO to gather feedback on health and social care services in Luton. The overall sentiment of the feedback on all health and social care services is positive - 47% of the reviews were positive and 21% were negative.. The negative feedback is connected to weightings in the wording taxonomy. The main source of feedback was via direct engagement. Overall, the general feedback on TOKKO was all positive. The weighting is marred slightly by a negative comment regarding how the individual felt prior to attending TOKKO. The main areas highlighted in this report from the young people Healthwatch Luton spoke with were: treatment and care received at the hospital was mainly negative; access to GP’s was mainly negative; diagnosis/assessments and referrals through ELFT were mainly negative; communications on the whole from all providers was positive. Healthwatch Luton would recommend: a response from TOKKO on the feedback provided by service-users on their service provision at TOKKO.

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General details

Report title 
Provider feedback report - TOKKO
Local Healthwatch 
Healthwatch Luton
Date of publication 
Tuesday, 16 May, 2017
Date evidence capture began 
Tuesday, 16 May, 2017
Date evidence capture finished 
Tuesday, 16 May, 2017
Type of report 
Key themes 
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? 
Visit to provider
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 
Dentist (non-hospital)
GP practice
Secondary care services 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds
Mental health services 
Community mental health team (CMHT)

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.