Towards a set of patient experience outcomes, Bolton

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Summary of report content

This is a report which was written by Healthwatch Bolton detailing patient’s experiences with different services in Bolton. The comments were collected over 4 days in December 2016 at five different Farnworth venues (Farnworth Health Centre, Farnworth GP, Farnworth Foodbank, Age UK and Farnworth UCAN) producing 615 comments which 60 were used in this analysis. The work was carried out after Healthwatch Bolton was approached by Bolton GP Federation. The report contains comments which were said by the people who were approached and they were detailing patient experience outcomes with people stating that they: Expect to be able to get a routine primary care appointment within two to five days Don’t expect to have to wait months for a routine referral with some waiting 2 months, 12 weeks and 6 month. Expect services to respect personal circumstances The report seemed to contain negative comments as people didn’t seem happy with their experiences. Healthwatch Bolton did not write any recommendations at the end of the report and the service provider did not provide a response.

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General details

Report title 
Towards a set of patient experience outcomes, Bolton
Local Healthwatch 
Healthwatch Bolton
Date of publication 
Monday, 13 March, 2017
Date evidence capture began 
Thursday, 1 December, 2016
Date evidence capture finished 
Saturday, 31 December, 2016
Type of report 
Key themes 
Booking appointments
Quality of appointment
Quality of care
Quality of staffing
Quality of treatment
Staff attitudes
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
Primary research method used 
Engagement event
Unstructured Interview
How was the information collected? 
Visit to provider

Details of health and care services included in the report

Primary care services 
GP practice
Out of hours
Secondary care services 
Ear, nose and throat
Accident & emergency
Urgent and emergency care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Sexual orientation 
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? 
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.