Star service report: A report looking at the services that people in Trafford were impressed by

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Summary of report content

Healthwatch Trafford carried out a survey in asking the people of Trafford to choose a star social care or NHS service, and to explain why they chose who they did.

This report contains the findings based solely on the results of the Healthwatch 100 survey undertaken in the summer of 2019. 114 people responded to the survey.

Findings

  • Feelings towards the NHS in general are very positive, and the services that people identified as being their star services were largely Hospitals and GP practices.
  • Trafford General Hospital was the most identified service, with people showing real gratitude for the experiences they or their family have had in the past. This might not be a surprising result, considering that it was the first NHS hospital (known then as Park Hospital) and has been a feature of the Trafford community for over 70 years. Comments such as “My mum had breast cancer. The staff here were excellent and looked after her every step of the way” and “They were caring during an emergency. Very efficient” are typical, with multiple respondents crediting the hospital with saving their (or a loved one’s) life.
  • What might be considered surprising is that six of the top eight services identified as star services by respondents in Trafford were hospitals from outside of the borough. Salford Royal had 11 nominations and was the next highest rated after Trafford General. Responses were similarly positive, and these results are indicative of the number of Trafford residents who are required to attend appointments and specialist services in other parts of Greater Manchester.
  • There was a clear winner from the GP practices, with St Johns Medical Centre getting more nominations than any other service. The helpfulness of staff was a big reason, being mentioned three times, and they were also commended for turning their virtual Patient Participation Group into a real one.
  • Turret Orthodontist was the most recommended non-GP or hospital service, with respondents impressed with their friendliness and the information they give.
  • Overall, friendly staff was a big feature in the responses, showing how important it is to people to be treated with humility and kindness by health professionals. Also, the way that respondents value the NHS is very obvious.

Recommendations

Staff in all services should be friendly and helpful to patients, who really appreciate it particularly when they are in situations where they are anxious, worried and even afraid. This approach should be encouraged by service providers using all means necessary, and the providers should be encouraged, especially, to recognise excellent service when it is given by their staff.

Providing relevant and useful information to patients helps them feel informed and supported. As a theme, we have seen that being well informed has a huge positive effect on their perceptions of the service they receive.

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General details

Report title 
Star service report: A report looking at the services that people in Trafford were impressed by
Local Healthwatch 
Healthwatch Trafford
Date of publication 
Tuesday, 10 December, 2019
Date evidence capture began 
Monday, 1 July, 2019
Date evidence capture finished 
Monday, 30 September, 2019
Type of report 
Report
Key themes 
Access
Communication between staff and patients
Engagement
Quality of care
Quality of staffing
Quality of treatment
Staff attitudes
Staff levels
Healthwatch reference number 
Rep-5069

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

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
Anaesthetics
Appointments
Breast screening
Cancer services
Cardiology
Care of the elderly
Child and adolescent mental health services (CAMHS)
Chiropody
Counselling/improving access to psychological therapies (IAPT)
Critical care
Day care
Dementia
Dentistry
Diabetic medicine
Discharge lounge
Ear, nose and throat
End of life care
Gastroenterology
General surgery
Haematology
High dependency unit
Inpatient care
Maternity
Microbiology
Minor injuries unit
Neonatology
Nephrology
Neurology
Nutrition and dietetics
Obstetrics & gynaecology
Occupational therapy
Oncology
Ophthalmology
Orthopaedics
Outpatients
Paediatrics
Pain management clinics
Palliative
Pharmacy
Phlebotomy
Physiotherapy
Podiatry
Psychiatry/mental health (hospital services)
Radiography
Renal medicine
Respiratory medicine
Rheumatology
Sexual health
Urology
Accident & emergency
Urgent and emergency care services 
Accident & emergency
Ambulance services
NHS 111
Urgent care services

Details of people who shared their views

Number of people who shared their views 
114
Age group 
All
Gender 
Not known
Ethnicity 
Mixed / multiple ethnic groups
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Positive

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
Not known

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.