Intelligence Report: April – September 2017

This report summarises the data of enquiries and complaints that Healthwatch Bromley received between April and September 2017. This originated from their information and signposting service for members of the public who live in or access health and social care services in the borough. This feedback is collected via several methods such as by phone, website form, email, social media, or speaking to a team member at a regular engagement hub. These enquiries covered a range of different health and social care issues; from GP registration requests to support options for people with dementia.

The report provides a thematic breakdown of the signposting enquiries, with “complaints process” being the most common one. 62.5% of enquiries were received via the dedicated phone line. The intelligence from the last six months suggests that the public experience of local health services has changed with more residents sharing positive stories of GP practices and community health services, and stories of good quality treatment and high level of care from staff across most health services. In 6 months, 10 engagement hubs were carried out where they spoke to 239 residents. Many comments were also received through the ‘Feedback Centre’ which can be accessed online, and the local services can also be rated through a 5-star rating system. The report also indicates a rise in the number of positive stories related to the Princess Royal University Hospital.

Healthwatch Bromley made the recommendations below to improve care services further:

• Despite a rise in the number of positive stories related to the Princess Royal University Hospital, inconsistencies with experiences and long waiting times, and improving internal communication with service users within the discharge lounge are all areas that need improvement and will enable patients to have better care.

• Communication with service users should also be regarded as priority.

• Improved internal communication within the discharge lounge will enable patients to have better care.

• King’s College Hospital NHS Foundation Trust should concentrate on improving these areas of delivery and in ensuring consistency in their services across the borough.