Community Engagement Feedback Report: November 2015 to February 2016

The Healthwatch Lancashire Community Engagement Feedback Report (November 2015 to February 2016) summarises feedback from members of the public about health and social care services across Lancashire. It is based on engagement activities with 18 community groups and feedback submitted via the Healthwatch website. 

Overall, the report highlights both positive experiences and ongoing concerns across hospitals, GP practices, dental services, and social care.

In hospital services, many patients praised the quality of clinical care, describing staff as compassionate, professional, and knowledgeable. Positive examples included excellent treatment in accident and emergency departments, specialist units, and cancer care services. However, recurring concerns included long waiting times for appointments, test results, and medication, as well as poor communication between departments. Patients also reported issues with early discharge, difficulty accessing follow-up support, and information that was hard to understand. 

Feedback on GP services was mixed. Some patients reported good access to same-day appointments, helpful staff, and effective use of text messaging systems for reminders and results. However, many others experienced difficulty booking appointments, long waiting times, and poor telephone access. Patients frequently mentioned problems with continuity of care, stating that they could not easily see the same doctor. Concerns were also raised about reception staff practices, including lack of privacy and asking too many personal questions. 

In dental services, patients generally reported positive experiences where services were accessible and supportive, particularly in community dental settings. Nevertheless, there were significant concerns about long waiting lists for NHS dentists and difficulty registering with a practice, with some patients waiting many months for access. 

Feedback on care homes and social care services showed examples of good, person-centred care, where staff treated residents with dignity and maintained good records. However, concerns were raised in some cases about cleanliness, staffing levels, access to services, and funding pressures. Some respondents also highlighted inadequate support for carers and limited availability of respite services. 

Across other health and care services, such as pharmacies and NHS 111, there were examples of helpful and accessible support, including home delivery of medication and community-based services. However, patients reported inconsistent advice from NHS 111, difficulties accessing screening services, and confusion caused by unclear or inconsistent information. 

Several cross-cutting themes emerged throughout the report. These included the need for better communication between services, improved access to appointments, clearer information for patients, and more coordinated care, particularly when transitioning between services. Patients also highlighted the importance of being treated with dignity, being listened to, and having their individual needs understood. 

The report concludes that patient and public feedback provides valuable insights into how health and social care services can be improved, and it aims to inform providers and commissioners to support service development and better patient experiences.