Insight report - Healthwatch Hackney

Insight report

Overview of City and Hackney health and care services

Quarter 1 2018-19, 1 April-31 June 2018 1,311 issues analysed

Feedback from 240 people

Disclaimer: The trends within this report are based on service user comments we have obtained from sources outlined on Page 2. Comments obtained from these sources may not be representative of all service users experiences or opinions. Report compiled on 17 July 2018, to cover the period 1 April 2018 - 30 June 2018.

Experience of Services, Q1 2018/19

Healthwatch is the official consumer champion for users of health and social care services. We listen to people's stories, good and bad, and report on their collective experience. In this report, we examine the experience of services in City and Hackney.

Page 2 Data Source Healthwatch talks to people across the community, week in, week out. This section shows where we collected the feedback that underpins this report.

Pages 3 - 5 Top Trends We review all the feedback we collect. This enables us to find out what people think of their services. This section reveals the tops trends, and how people feel overall.

Pages 6 - 17 Patient Journey In this section, we look at the experience of popular services. We also examine the patient journey (or 'care pathway').

Page 18 Summary This section summarises findings, in brief.

1

1.1 Source

Sources providing the most comments overall

1.2 Origin

Origins providing the most comments overall

1. Data Source: Where did we collect the feedback?

0 100 200 300 400 500 600 700 800

# Issues Positive Neutral Negative 1% 1%

22%

76%

Email Meeting

Outreach Provider Website

0 100 200 300 400 500 600

# Issues Positive Neutral Negative

4%

13%

62%

2%

14%

5%

Aldgate Festival

Homerton University Hospital

NHS Choices

Office

Patient Opinion

St. Joseph's Hospice/Carers Week

2

2. Top Trends: Which service aspects are people most commenting on?

2.1 Service aspects: 1311 issues from 240 people

Issues receiving the most comments overall. See page 18 for issue descriptions.

2.2 Stated medical conditions

Medical conditions receiving the most comments overall

0 50

100 150 200 250 300


6%

3%

5% 3%

8%

2%

14%

2%

5% 5%

2%

18%

26%

1% Advice/Information General Comment

User Involvement Administration

Booking Medication

Support Telephone

Timing Waiting List

Choice Quality

Staff Attitude Staffing Levels

0 5

10 15 20 25 30 35 40 45


6%

13%

20%

11% 6%

18%

9%

10%

7%

Cancer

Cardiology

Children's Health

Diabetes

Foot Health

Maternity

Mental Health

Musculoskeletal Health

Urology

3

3.1 How do people feel as a whole?

Quarterly Benchmark: X change from the previous quarter

3.2 How well informed, involved and supported do people feel?


3. Sentiment: On the whole, how do people feel about services?

Positive Positive

0 100 200 300 400 500 600 700 800 900

1000


68% 2%

30%

Positive

Neutral

Negative

0

50

100

150

200

250


71%

2%

27%

Positive

Neutral

Negative

4

3.3 How do people feel about general quality and empathy?


3.4 How do people feel about general access to services?


3. Sentiment: On the whole, how do people feel about services?Positive Positive

0 50

100 150 200 250 300 350 400 450 500


87%

2% 11% Positive

Neutral

Negative

0 20 40 60 80

100 120


47%

5%

48%

Positive

Neutral

Negative

5

4.1 Services

Services receiving the most comments overall

4.2 Breakdown of care pathway locations (more on pages 10-17)

Care pathway locations

4. Trends: Which services are people most commenting on?

0 100 200 300 400 500 600

# Issues Positive Neutral Negative 1%

26%

5%

58%

9%

0% 0% 1%

Transport Reception

Diagnosis/Testing Clinical Treatment

Clinical Nursing Discharge

Follow On Community Services

0 20 40 60 80

100 120 140 160 180


4%

26%

2%

4%

4% 11%

2%

9% 4%

4%

3%

2%

7%

13%

5%

Healy Medical Centre

Homerton University Hospital

Latimer Health Centre

London Fields Medical Centre

Queensbridge Group Practice

Richmond Road Medical Centre

Shoreditch Park Surgery

St Bartholomews Hospital

The Lawson Practice

The Lea Surgery

The Sorsby Medical Practice

The Springfield Health Centre

The Surgery - Barretts Grove

Trowbridge Surgery

Well Street Surgery

6

5.1 Trends, GP Services: 923 issues from 167 people

Issues receiving the most comments overall

5.2 Sentiment, GP Services


5. Trends: GP Services

0

50

100

150

200

250


5%

2%

4% 4%

10%

2%

1%

14%

2% 3%

6%

2%

18%

27%

Advice/Information General Comment


Booking Medication

Registration Support

Telephone Timing

Waiting List Choice

Quality Staff Attitude

0 100 200 300 400 500 600 700


68% 3%

29%

Positive

Neutral

Negative

7

5.3 Trends, Homerton University Hospital: 259 issues from 50 people


5.4 Sentiment, Homerton University Hospital


5. Trends: Homerton University Hospital

0 5

10 15 20 25 30 35 40 45


9%

5%

6% 3%

1%

1% 11%

13%

3% 1% 1%

1%

15% 2%

1%

1%

2%

20%

3% Advice/Information General Comment


Medication Planning

Support Timing

Waiting List Choice

Language Nutrition

Quality Environment/Layout

Equipment Hygiene

Mobility Staff Attitude

Staffing Levels

0 20 40 60 80

100 120 140 160 180


60%

2%

38%

Positive

Neutral

Negative

8

5.5 Trends, St. Bartholomew's Hospital: 96 issues from 15 people


5.6 Sentiment, St. Bartholomew's Hospital


5. Trends: St. Bartholomew's Hospital

0

5

10

15

20

25


10%

7% 2%

4%

2%

2%

17%

8%

2%

22%

24%

Advice/Information User Involvement

Administration Booking

Medical Records Planning

Support Timing

Choice Quality

Staff Attitude

0 10 20 30 40 50 60 70 80 90

100


93%

0%

7% Positive

Neutral

Negative

9

6.1 Trends, Transport (18 issues)


6.2 Sentiment, Transport


6. Care Pathway: Transport (ability to get to-and-from services)

0 1 2 3 4 5 6 7


11%

5%

5%

5%

11%

33%

6%

6%

6%

6% 6%


User Involvement Planning

Support Timing

Nutrition Catchment/Distance

Equipment Mobility

Staffing Levels

0 2 4 6 8

10 12 14 16 18


6%

0%

94%

Positive

Neutral

Negative

10

6. Care Pathway: Reception (reception services including back-office)

6.3 Trends, Reception (340 issues)


6.4 Sentiment, Reception


0 20 40 60 80

100 120


6% 8% 3%

3%

4%

24%

6% 6%

40%

Advice/Information Administration

Medication Planning

Registration Support

Telephone Quality

Staff Attitude

0

50

100

150

200

250


62%

1%

37%

Positive

Neutral

Negative

11

6. Care Pathway: Diagnosis/Testing (diagnosis of condition, including testing and scans)

6.5 Trends, Diagnosis/Testing (59 issues)


6.6 Sentiment, Diagnosis/Testing


0 2 4 6 8

10 12 14


13% 4%

5%

13%

4% 7% 9%

6%

30%

9%



Booking Support

Timing Waiting List

Quality Staff Attitude

0 5

10 15 20 25 30 35 40 45


69% 2%

29%

Positive

Neutral

Negative

12

6. Care Pathway: Clinical Treatment (treatment provided by trained clinicians)

6.7 Trends, Clinical Treatment (758 issues)


6.8 Sentiment, Clinical Treatment


0 20 40 60 80

100 120 140


6% 5%

6%

13%

10%

7% 8%

24%

21%


User Involvement Booking

Support Timing

Waiting List Quality

Staff Attitude

0 100 200 300 400 500 600


71%

3%

26%

Positive

Neutral

Negative

13

6. Care Pathway: Clinical Nursing (care provided by trained nurses)

6.9 Trends, Clinical Nursing (113 issues)


6.10 Sentiment, Clinical Nursing


0 5

10 15 20 25 30 35


5%

2%

5% 2%

14%

6%

2%

2%

2% 25%

33%

2% Advice/Information Carer Involvement

User Involvement Booking

Support Timing

Waiting List Choice

Language Quality

Staff Attitude Staffing Levels

0 10 20 30 40 50 60 70 80 90

100


79%

3%

18% Positive

Neutral

Negative

14

6. Care Pathway: Discharge (discharge from a service)

6.11 Trends, Discharge (6 issues)


6.12 Sentiment, Discharge


0

1

2

3


16%

17%

17%

33%

17%

Advice/Information User Involvement

Medication Timing

Staff Attitude

0 1 2 3 4 5 6


17% 0%

83%

Positive

Neutral

Negative

15

6. Care Pathway: Follow On (supplementary services following discharge, including care packages)

6.13 Trends, Follow On (3 issues)


6.14 Sentiment, Follow On


0

1

2


34%

33%

33%

Advice/Information Support Quality

0

1

2

3

4


100%

0% 0%

Positive

Neutral

Negative

16

6. Care Pathway: Community (community based health services)

6.15 Trends, Community (14 issues)


6.16 Sentiment, Community


0

1

2

3


34%

33%

33%

Advice/Information Support Quality

0 1 2 3 4 5 6 7 8 9

10


36%

0%

64%

Positive

Neutral

Negative

17

7. Summary: Key findings in brief

Top issues: The majority of people experience caring, professional services, with good levels of support and involvement.

Top issues: Some people cite long waiting times at appointments, and a lack of communication.

Medical Conditions: Sentiment on Children's Health, Diabetes and Cardiology services is broadly positive.

Medical Conditions: Sentiment on Maternity is mixed.

Sentiment: On the whole, patients find staff to be respectful and professional.

Top Services: Sentiment on Trowbridge Surgery, Richmond Road Medical Centre and St. Bartholomew's Hospital is clearly positive.

Top Services: Sentiment on Well Street Surgery, Lawson Practice, Lea Surgery and Sorsby Medical Centre is marginally negative.

Care Pathway: Sentiment on clinical treatment & nursing is clearly positive, while marginally so on reception.

GP Services: The vast majority of people experience caring, professional services, with good levels of support and involvement.

GP Services: Some people experience diificulty when booking appointments, and waits of days (or more) to see a GP.

Homerton: The vast majority of people experience caring, professional services, with good levels of support and involvement.

Homerton: Some people cite long waiting times at appointments, and a lack of communication.

St. Bartholomew's: Few people comment on St. Bartholomew's, however the feedback received is very positive.

Transport: Late arrival of transport is cited as an issue.

Reception: Patients find reception staff to be pleasant and supportive, on the whole.

Reception: Some patients experience poor telephone access, administrative errors and a lack of advice/information.

Diagnosis/Testing: Comments reflect a good quality, caring service.

Treatment: The majority of people experience caring, professional services, with good levels of support, involvement & communication.

Treatment: Some patients exprience long waiting lists, delays at appointments, and difficulty when booking.

Nursing: Comments suggest patients are satisfied with most aspects of nursing care, on the whole.

* Findings may not be representative of all service users experiences or opinions.

Page 3, Figure 2.2

Page 5, Figure 3.3

Page 6, Figure 4.1

Page 7, Figure 5.1

Page 7, Figure 5.1

Page Number, Figure

Page 3, Figure 2.1

Page 3, Figure 2.1

Key findings in brief*

Page 6, Figure 4.1

Page 14, Figure 6.9

Page 13, Figure 6.7

Page 13, Figure 6.7

Page 10, Figure 6.1

Page 11, Figure 6.3

Page 11, Figure 6.3

Page 12, Figure 6.5

Page 8, Figure 5.3

Page 8, Figure 5.3

Page 9, Figure 5.5

Page 3, Figure 2.2

Page 6, Figure 4.1

18

8. Data Table: Number of issues

Positive Neutral Negative Total

Communication, including access to advice and information. 40 2 29 71

Involvement of carers, friends or family members. 3 0 2 5

A generalised statement (ie; "The doctor was good.") 29 3 4 36

Involvement of the service user. 49 1 9 59

Administrative processes and delivery. 10 0 29 39

Physical admission to a hospital ward, or other service. 0 0 1 1

Ability to book, reschedule or cancel appointments. 50 6 34 90

Cancellation of appointment by the service provider. 0 0 4 4

General data protection (including GDPR). 0 0 0 0

Referral to a service. 9 0 4 13

Management of medical records. 2 0 1 3

Prescription and management of medicines. 6 0 10 16

Opening times of a service. 3 0 5 8

Leadership and general organisation. 5 0 9 14

Ability to register for a service. 11 0 3 14

Levels of support provided. 121 2 40 163

Ability to contact a service by telephone. 4 0 16 20

Physical timing (ie; length of wait at appointments). 25 3 34 62

Length of wait while on a list. 31 2 25 58

General choice. 12 0 12 24

General cost. 0 0 3 3

Language, including terminology. 6 0 6 12

Provision of sustainance. 1 1 1 3

Privacy, personal space and property. 2 0 4 6

General quality of a service, or staff. 184 4 26 214

Deaf/blind or other sensory issues. 1 0 1 2

General stimulation, including access to activities. 0 0 0 0

Issue Name

Language

Opening Times

Planning

Registration

Support

Telephone

Cancellations

Data Protection

Referral

Medical Records

Medication

User Involvement

Administration

Admission

Booking

Nutrition

Privacy

Quality

Sensory

Stimulation

Timing

Waiting List

Choice

Cost

Descriptor # Issues

General Comment

Advice/Information

Carer Involvement

Pa

tie

nts

/Ca

rers

S

ys

tem

s

Va

lues

19

8. Data Table: Number of issues

Positive Neutral Negative Total

Distance to a service (and catchment area for eligability). 1 0 3 4

Physical environment of a service. 4 0 7 11

General equipment issues. 5 0 3 8

General hazard to safety (ie; a hospital wide infection). 0 0 0 0

Levels of hygiene and general cleanliness. 5 0 4 9

Physical mobility to, from and within services. 1 0 3 4

Ability to travel or park. 0 0 2 2

General omission (ie; transport did not arrive). 0 0 1 1

General security of a service, including conduct of staff. 2 0 2 4

Attitude, compassion and empathy of staff. 261 8 32 301

Ability to log and resolve a complaint. 1 0 3 4

Training of staff. 4 0 3 7

General availability of staff. 1 0 15 16

Total: 889 32 390 1311

CommunityInsight CRM

Descriptor

Omission

Security/Conduct

Staff Attitude

Complaints

Staff Training

Staffing Levels

Hygiene

Mobility

Travel/Parking

Issue Name # Issues

Catchment/Distance

Environment/Layout

Equipment

Hazard

En

vir

on

me

nt

Sta

ff

20

Insight report - Healthwatch Hackney

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