The experience of health, care and community services Q4 2022/23
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Healthwatch Harrow report on the key themes in their feedback received in the period January to March 2023. During this period they heard from 780 people.
Overall satisfaction has improved by 9% this quarter, standing at 80% positive, 19% negative and 1% neutral. Feedback suggests people receive good quality, compassionate treatment and care on the whole, with good levels of involvement and communication. Administration and service access remain as leading negative issues.
Satisfaction with information, Involvement and Support has improved by 5% this quarter, standing at 85% positive and 15% negative, according to comments. Complaints are down by 9% on communication, by 6% on support and by 4% on user involvement.
Quality and Empathy - Comments suggest satisfaction has improved by 4%, standing at 88% positive and 12% negative. People continue to report good levels of quality and empathy across services.
Access to Services satisfaction has improved by 25% this quarter, standing at 58% positive, 40% negative and 2% neutral. Complaints are down by 30% on waiting times, by 28% on booking processes and by 8% on telephone access.
GP Services - Satisfaction is at 69% positive, 30% negative and 1% neutral, comments suggest. 272 people comment on GP services. Feedback suggests good quality, compassionate treatment and care, with good levels of communication, involvement and support. Ability to book appointments, waiting times, telephones and administration remain as leading access related issues.
Dentists- According to comments, sentiment is 94% positive and 6% negative. 382 people comment on dentists, with accounts of excellent treatment, care and customer service recorded. Good levels of information and involvement are also reported.
Feedback on Northwick Park Hospital suggests sentiment is 63% positive, 35% negative and 2% neutral. 110 people comment this quarter, with compliments on quality and levels of involvement and support received. Waiting times (at A&E) remains a leading negative trend.