The Experience of Health, Care and Community Services
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Healthwatch Tower Hamlets report on key themes received in feedback they received between 1 October and 31 December 2022. During this period they heard from 614 people.
Overall satisfaction is at 59% positive, 39% negative and 2% neutral, according to comments. 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.
Information, Involvement and Support: Satisfaction is at 72% positive, 27% negative and 1% neutral, comments suggest. This quarter complaints are up by 7% on communication and by 4% on user involvement, while decreasing marginally by 1% on support.
Quality and Empathy: According to comments, Satisfaction is at 77% positive, 21% negative and 2% neutral. Good levels of quality and empathy continue to be reported.
Access to Services: Satisfaction is at 27% positive and 73% negative. This quarter complaints are up by 5% on ability to book appointments, by 2% on waiting times, and by 2% on telephone access.
GP Services: Satisfaction is at 45% positive, 53% negative and 2% neutral, according to feedback. 356 people comment on GP services. The majority of patients receive good quality, compassionate treatment and care. Access related trends are clearly negative overall, this includes on booking processes, telephone access, administration and waiting lists. Patients would also like greater levels of involvement.
Dentists: Comments suggest satisfaction is at 86% positive and 14% negative. 184 people comment on dentists, with accounts of excellent treatment, care and customer service recorded. Good levels of information and involvement are also reported.
Royal London Hospital: Satisfaction is 56% positive, 43% negative and 1% neutral, comments suggest. 59 people comment this quarter. A majority of comments suggest good quality, supportive and compassionate treatment and care. Feedback suggests patients would like greater levels of communication and involvement, and shorter waiting times.