Patient Experience Report 2021/2022: Quarter 2, July - September

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Summary of report content

During lockdown due to the COVID-19 pandemic, Healthwatch Bromley introduced a new model for its Patient Experience Programme. This involved the collection of feedback through telephone calls to Bromley residents, and collating existing online reviews from relevant platforms, such as NHS, Care Home, Google reviews and Care Opinion.

This report covers Quarter 2, from July to September 2021, and reflects the individual patient experience of health and social care services. During this time, 601 reviews were collected. Of these, 69% were positive, 6% neutral and 25% negative.

Key parts of the report include reviews for GP, dental and pharmacy services, which highlight service users’ high levels of satisfaction with staff attitudes and the quality of care and treatment. The report also identifies some areas of concern, such as the communication between services and their patients, and waiting times to be seen at an appointment.

In addition, Healthwatch Bromley collected more reviews about mental health services this quarter. The comments here were predominantly negative.

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General details

Local Healthwatch
Healthwatch Bromley
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Administration (records, letters, results)
Triage and admissions
Booking appointments
Building, Decor and Facilities, including health and safety
Parking and transport
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Cost and funding of services
Diagnosis
Discharge
Public consultation and engagement
Food, nutrition and catering
Written information, guidance and publicity
Accessibility and reasonable adjustments
Medication, prescriptions and dispensing
Caring, kindness, respect and dignity
Staffing - levels and training
Waiting times- punctuality and queuing on arrival
Waiting for appointments or treatment; waiting lists for treatment

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Consultation
Survey
General feedback

Details of health and care services included in the report

Details of health and care services included in the report
Pharmacy
Dentist
General Practice (GP)
Optometry services/opticians
Mental health crisis service
Other
Adult social care, including care packages and social workers
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres

Details of people who shared their views

Number of people who shared their views
601
Gender
Women
Men
Ethnicity
Asian / Asian British: Any other Asian / Asian British background
Black / Black British: Any other Black / Black British background
White: Any other White background
Asian / Asian British: Pakistani
Sexual orientation
Not known
Does this report feature carers?
Not known
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