Patient experience report 2021/2022: quarter 3, October - December

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Summary of report content

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.

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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)
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Written information, guidance and publicity
Caring, kindness, respect and dignity
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
Survey

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
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres
Other
Adult social care, including care packages and social workers
Community Mental Health Team (CMHT) and specialist MH services

Details of people who shared their views

Number of people who shared their views
611
Age group
18 to 24 years
25 to 49 years
65 to 79 years
80+ years
Gender
Women
Men
Ethnicity
Asian / Asian British: Any other Asian / Asian British background
Black / Black British: Any other Black / Black British background
Mixed / Multiple ethnic groups: Any other Mixed / Multiple ethnic groups background
White: Any other White background
Black / Black British: African
Asian / Asian British: Bangladeshi
Black / Black British: Caribbean
Asian / Asian British: Chinese
Asian / Asian British: Pakistani
Does this report feature carers?
No
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