September 2021 Feedback Report

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Summary of report content

Healthwatch Greenwich heard from 751 people during September 2021, through calls and emails from Greenwich residents, community meetings, and online reviews of services.

Key themes included:

  • Inconsistent and confusing information about the roll-out of COVID 19 booster vaccinations.
  • Difficulty accessing GPs – people report issues accessing digital services and find it difficult to book appointments with their GPs, leading some people to self-medicate or access private care.
  • Delays in receiving prescriptions.
  • Long waiting times for referrals for further care.
  • Increased reliance on hospital services including A&E and 111 as a result of difficulty accessing GP services.
  • Continuing difficulty accessing dental services.

This report also contains three case studies, one about the support for patients with additional needs at Queen Elizabeth Hospital, one exploring patients’ role in decision-making about their care, and one discussing communication between services.

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General details

Report title 
September 2021 Feedback Report
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Tuesday, 26 October, 2021
Date evidence capture began 
Wednesday, 1 September, 2021
Date evidence capture finished 
Thursday, 30 September, 2021
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Continuity of care
Cost of services
Digitalisation of services
Health inequalities
Integration of services
Service delivery organisation and staffing
Waiting times and lists for treatment

Methodology and approach

Primary research method used 
User stories

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
Diagnostic and/or screening service - single handed sessional providers
GP practice
Secondary care services 
Mental health services 
Learning disability service
Urgent and emergency care services 
Accident & emergency
NHS 111

Details of people who shared their views

Number of people who shared their views 
Does the information include public's views? 

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.