Trends Analysis Report for Royal London Hospital April to Sept 2017, Tower Hamlets

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Summary of report content

Between April and September 2017, Healthwatch Tower Hamlets produced a trend analysis report for Royal London Hospital. Between April and September 2017, Healthwatch collected and analysed comments from a total of 740 hospital service users and identified a total of 1,850 issues. The areas covered as part of this report included those shown below: • Transport • Reception • Diagnosis and testing • Clinical treatment • Clinical nursing • Discharge • Follow-on • Community care Some of the highlighted findings from the report showed that compared with the previous report (April 2016 to March 2017), patients were more likely to feel that they receive good support at the Royal London Hospital. Patient opinion of community services offered by the Royal London had dramatically improved; and opinion of the discharge process had improved. Transport delays and no-shows continue to be an issue negatively affecting patient opinion. Administration issues have an important negative impact on patient opinions across all stages of the care pathway. People have received inaccurate booking information, inaccurate/incomplete patient records or have failed to be notified of cancelled appointments. Some patients report their referrals from other healthcare providers have been lost or delayed. A series of recommendations in each of the bullets above has been provided within the report. As an example we have shown a few below: • Monitor, review and investigate providers of transport to enforce standards of punctuality, reliability and professional behaviour. • Ensure patients are promptly informed of any delays or cancellations to the service. • Communicate clearly with patients in order to provide reassurance that their cases are taken seriously and that they are receiving appropriate treatment. At the time of publication there was no response received from the provider or commissioners.

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General details

Report title 
Trends Analysis Report for Royal London Hospital April to Sept 2017, Tower Hamlets
Local Healthwatch 
Healthwatch Tower Hamlets
Date of publication 
Friday, 1 September, 2017
Date evidence capture began 
Saturday, 1 April, 2017
Date evidence capture finished 
Friday, 1 September, 2017
Type of report 
Local analysis
Patient experience
Key themes 
Administration
Cancellation
Cleanliness hygiene and infection control
Communication between staff and patients
Diagnosis
Discharge
Information providing
Patient records
Quality of patient transport
Quality of staffing
Quality of treatment
Referrals
Staff attitudes
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 
Rep-6399

Methodology and approach

Primary research method used 
Engagement event
User stories
How was the information collected? 
Engagement Event
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 
Health visitor
Secondary care services 
Appointments
Diabetic medicine
Ear, nose and throat
Maternity
Oncology
Outpatients
Paediatrics
Radiography
Social care services 
After care
Community services 
Community based services for people who misuse substances
Community based services for people with a learning disability
Other services 
Patient transport
Non-emergency ambulance service

Details about conditions and diseases

Conditions or diseases 
Cancer
Diabetes and other endocrinal, nutriotional and metabolic conditions
Ear nose and throat conditions
Fertility, pregnancy and childbirth
Urological conditions
Types of disabilities 
Mental health
Types of long term conditions 
Diabetes
Mental health condition
What type of pregnancy or maternity themes are included in the report 
Loss of pregnancy

Details of people who shared their views

Number of people who shared their views 
740
Age group 
All
Gender 
All
Ethnicity 
All
Sexual orientation 
NA
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
No
Does the information include other people's views? 
Yes
What was the main sentiment of the people who shared their views? 
Negative

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 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.