Patient Experience Report 2021/2022: Quarter 4, January - March

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Summary of report content

This is a report summarising Quarter 4 of Healthwatch Bromley's Patient Experience reports. During lockdown, patient feedback was collected via calls to Bromley residents and online reviews. During Quarter 4, Healthwatch Bromley transitioned back to face-go-face engagement.

During the period January - March 2022, Healthwatch Bromley collected 602 reviews. Of these, 68% were positive, with a star rating of 4 or 5, and 28% negative, with a star rating 1 or 2. The main services on which people gave feedback were GPs, hospitals and dentists.

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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)
Booking appointments
Cleanliness, Hygiene and Infection Control
Communication with patients; treatment explanation; verbal advice
Diagnosis
Public consultation and engagement
Food, nutrition and catering
Written information, guidance and publicity
Caring, kindness, respect and dignity
Staffing - levels and training
Quality of treatment
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
Chiropody/podiatry
Community Mental Health Team (CMHT) and specialist MH services
Mental health crisis service
Adult social care, including care packages and social workers
Emergency department (inc A&E)

Details of people who shared their views

Number of people who shared their views
602
Gender
Women
Men
Ethnicity
Asian / Asian British: Any other Asian / Asian British background
Black / Black British: Any other Black / Black British background
Any other ethnic group
White: Any other White background
Black / Black British: African
Black / Black British: Caribbean
Asian / Asian British: Chinese
White: British / English / Northern Irish / Scottish / Welsh
White: Gypsy, Traveller or Irish Traveller
Asian / Asian British: Indian
Asian / Asian British: Pakistani
Does this report feature carers?
No
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