The Experience of Health, Care and Community Services

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Summary of report content

Healthwatch Halton report on key themes and trends in the feedback they received in quarter 4 2024/25.  During that period they heard from 593 people.

Feedback suggests people receive good quality, compassionate treatment and care on the whole, with good levels of involvement. Service access (booking and waiting times) and communication are leading negative topics.

This quarter, complaints are up by 12% on support, by 10% on communication and by 1% on user involvement.

Good levels of quality and empathy continue to be reported.

This quarter, complaints are down by 7% on telephone access and by 1% on ability to book appointments, while up by 4% on waiting times.

98 people comment on GP services. Feedback suggests patients would like greater levels of access, empathy, involvement, communication and support.

60 people comment on dentists, with accounts of excellent treatment, care and customer service recorded. Good levels of information and involvement are also reported. NHS treatment is an issue, for some.

290 people comment  on hospitals this quarter. Experiences reflect good quality treatment and care, with good levels of involvement and support. Service access, particularly waiting times is a leading negative topic. Feedback suggests patients would also like greater levels of communication.

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General details

Local Healthwatch
Healthwatch Halton
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Caring, kindness, respect and dignity
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Cost and funding of services
Integration of services and communication between professionals
Service organisation, delivery, change and closure
Waiting for appointments or treatment; waiting lists for treatment
Waiting times- punctuality and queuing on arrival
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Dentist
General Practice (GP)
Hospital services- not stated

Details of people who shared their views

Number of people who shared their views
593
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