Quarterly Report: July – September 2019/20

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Summary of report content

This report summarises feedback received by Healthwatch Northumberland during the period July to September 2019.

During this period, Healthwatch Northumberland had a total of 80 recordable interactions with people. 58 of these gave feedback, 38 were signposted and 3 exchanged information.

The average person feeding back to Healthwatch Northumberland is a woman aged between 65-79 from the Tynedale area. They are most likely to be feeding back about their own experiences.

They are most likely to get in touch with Healthwatch Northumberland by the telephone, email, or social media, or through engagement events we run in their local area.

Most people feedback concerns or complaints about health services.

Most feedback is about Primary Care services. This quarter pharmacies and GP surgeries dominated the negative feedback Healthwatch Northumberland got about primary care.

Secondary Care services also make up a large proportion of feedback. This quarter feedback about a physiotherapy service dominated the negative feedback about secondary care.

Healthwatch Northumberland also continued to hear back about the loss of the Hear to Help service, which was provided by Action on Hearing Loss.

Consistent with last quarter, most feedback was about people finding it hard to access services, rather than quality of care.


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General details

Report title 
Quarterly Report: July – September 2019/20
Local Healthwatch 
Healthwatch Northumberland
Date of publication 
Friday, 1 November, 2019
Date evidence capture began 
Monday, 1 July, 2019
Date evidence capture finished 
Monday, 30 September, 2019
Type of report 
Patient experience
Key themes 
Booking appointments
Quality of care
Quality of staffing
Quality of treatment
Service closure
Staff levels
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
How was the information collected? 
Website Feedback
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 
Community pharmacy
GP practice
Secondary care services 
Ear, nose and throat
Social care services 
Adult social care

Details about conditions and diseases

Conditions or diseases 
Ear nose and throat conditions
Types of disabilities 
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Sexual orientation 
Prefer not to say
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? 
Not applicable
Is there evidence of impact in the report? 
Not applicable
Is there evidence of impact external to the report? 
Not applicable

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.