Six month activity report for the period October 2016 to March 2017

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Summary of report content

Healthwatch North Tyneside summarised their activity between October 2016 and March 2017 in a report to the Board. The report covers: - the trends arising from feedback received directly from service users - organisational updates - updates on thematic priorities - engagement and outreach activity - work with other bodies including CQC, local Healthwatch and Healthwatch England - a volunteer update - communications Healthwatch North Tyneside received 268 instances of feedback from service users during this six month period mainly via outreach activities, social media, feedback forms and the online feedback centre. The key trends arising from the feedback were: 1) Hospitals: Most users were satisfied with the care and treatment received. The complaints raised focused on the waiting times to access diagnostics and treatment, poor quality of care and staff conduct. 2) GPs: The majority of people were happy with the service received. Complaints were raised in regard waiting times for appointments. 3) Community services: Most feedback was praise for a particular day centre. The remainder of the feedback focused mainly on the need for greater support for carers. Feedback categorised as relating to “Other” services also focused on the need for greater support for carers. 4) Mental Health Services: Most feedback related to concerns about support offered during a crisis including the waiting times. 5) Urgent care: Feedback focused on the walk in centres including praise for the service and concern about proposed closures of two walk in centres. Concerns were raised regarding the waiting times for ambulances. The report also outlines Healthwatch North Tyneside’s plans for the next six months in relation to their thematic priorities: young service users, mental health, carers, hospital food, residential care homes. Healthwatch North Tyneside signposted 93 times during the period mainly to PALS. Healthwatch North Tyneside engaged 635 people through 40 engagement activities during the six month period.

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General details

Report title 
Six month activity report for the period October 2016 to March 2017
Local Healthwatch 
Healthwatch North Tyneside
Date of publication 
Monday, 17 April, 2017
Date evidence capture began 
Saturday, 1 October, 2016
Date evidence capture finished 
Friday, 31 March, 2017
Type of report 
Key themes 
Booking appointments
Continuity of care
Food and nutrition
Quality of care
Quality of catering
Quality of treatment
Service closure
Staff attitudes
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Other information of note about this report 
Meaningful Activities
Activity Coordinator
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
Engagement event
How was the information collected? 

Details of health and care services included in the report

Primary care services 
GP practice
Urgent care services
Mental health services 
Mental health crisis service
Social care services 
Residential care home

Details about conditions and diseases

Types of disabilities 
Mental health
Types of long term conditions 
Mental health condition

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? 
Not known
Does the information include staff's views? 
Not known
Does the information include other people's views? 
Not known
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.