Intelligence Report April – September 2017

Healthwatch Bromley received 338 pieces of feedback about local health and social care services and a wide range of enquiries through its information and signposting service. Most patient stories were positive, with 62% positive, 24% negative and 15% mixed. Feedback related mainly to hospitals, GP practices and community health services, while signposting enquiries frequently involved dentistry, support services and complaints procedures.

Residents generally reported positive experiences of local GP practices, community services and urgent care. Patients praised the quality of treatment, caring staff and improved access to GP appointments. Feedback about services provided by Bromley Healthcare, including bladder and bowel management, sexual health and speech and language therapy, was particularly favourable. Healthwatch also found an increase in positive feedback about the Princess Royal University Hospital (PRUH), especially regarding the professionalism and kindness of staff.

Despite these improvements, recurring concerns remained around waiting times and communication, particularly at PRUH. Patients reported delays for appointments and treatment, inconsistent communication between teams and a lack of continuity of care in some departments. A review of the hospital discharge process found patients were generally satisfied with staff support, but identified weaknesses in communication between clinical teams and concerns that carers and family members were not always sufficiently involved in discharge planning. 

Overall, Healthwatch concluded that people in Bromley were receiving good quality care across many local services, with evidence of improving experiences at PRUH. However, better communication, reduced waiting times, stronger coordination between services and greater involvement of carers during discharge processes were identified as priorities for further improvement.