Provider feedback youthscape

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Summary of report content

Throughout September - December 2016, Healthwatch Luton targeted their engagement within the community. They visited Youthscape to gather feedback on health and social care services in Luton from young people in Luton. The overall sentiment of the feedback on all health and social care services was positive - mainly 71% of the reviews were positive and 17% were negative. This can be viewed in more detail in the statistics within the report regarding monthly sentiments and reviews. The negative feedback is connected to weightings in the wording taxonomy. The main source of feedback was via direct engagement. The 35 people provided feedback on 15 health and social care services. This included only Youthscape as a service (22) along with mental health provider, dentists and GP’s. The review section highlights people's personal experiences and stories regarding this provider. Healthwatch Luton have forwarded this Provider Feedback to Youthscape in May 2017. Healthwatch Luton would look to attend Youthscape activities again to gather further feedback from this cohort of people. Healthwatch Luton are ran a Youth Forum on the 30 May and would like to hold further Forums, based on the feedback provided. Overall, the feedback on Youthscape was all positive. The weighting is marred slightly by the taxonomy of Healthwatch Luton weighting from informatics. The main areas people discussed with us were: GP’s – access and facilities negative, treatment and care positive; dentists – treatment and care was positive and access was negative; mental health provider – staff, referrals, facilities, surroundings and dignity and respect were all highlighted as negative. Healthwatch Luton would recommend: a response from Youthscape on the feedback provided by service-users on their service provision at Youthscape; any actions that are taken forward by the provider in response to this feedback provided to be communicated back to Healthwatch Luton.

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General details

Report title 
Provider feedback youthscape
Local Healthwatch 
Healthwatch Luton
Date of publication 
Monday, 1 May, 2017
Date evidence capture began 
Monday, 1 May, 2017
Date evidence capture finished 
Monday, 1 May, 2017
Type of report 
Key themes 
Communication between staff and patients
Quality of care
Quality of 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? 
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
Mental health services 
Community mental health team (CMHT)
Mental health crisis service
Mental health recovery service

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.