Patient experience report 2021/2022: quarter 3, October - December
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This is the Quarter 3 Patient Experience Report for Healthwatch Bromley, covering the period from October – December 2021. Normally, Healthwatch Bromley’s Patient Experience Officer, supported by a team of volunteers, visits health and social care services weekly to talk to and hear from patients, service users, carers and relatives about their experiences of local services. During lockdown, Healthwatch Bromley introduced a new model, involving the collection of feedback through telephone calls and collating existing online reviews.
This report covers the Quarter 3 period, October – December 2021. During this time, 611 reviews were collected. Of the 611 reviews collected this quarter, 471 (77%) were positive with star rating 4-5, 25 (4%) neutral with star rating 3 and 115 (19%) negative with star rating 1-2. Some key parts of the report include reviews for Dental, GP, and Hospital, that highlight residents’ high levels of satisfaction with staff attitudes and the quality of care received. Healthwatch Bromley also received a larger number of reviews related to COVID-19 vaccination centres. This was due to the team carrying out visits to several sites across the borough during this quarter.