Darren Morgan writes,
Healthwatch Croydon listens to people’s views and experiences of local health and social care services.
Around 300 stories each week reach our office, and thanks to the work of our Patient Experience Panel, our database now contains 10,000 items of processed intelligence. To mark this, we thought we would share with you some of the findings of this collective experience.
The 3,674 comments in our database tell us that patient sentiment is positive overall, with compliments on the quality of treatment and customer service received. However, there is some negativity around appointment booking, with congested telephones and waits of days (or more) to see a GP of choice cited. 84 people tell us they don’t even have a named GP, perhaps this is a sign of things to come?
Hospital and Community Health
Of the 3,309 experiences recorded, we are pleased to say that the majority have praised the customer service received. Indeed, it is good to see compassion, dignity and respect upheld by those we rely on. It is not all good news though, as 200 people complain about waiting lists and 214 have had trouble getting through on the phone. Although the service itself may be good, it is not always as responsive as we would all like, and carers and family members would like to be involved more.
There is a perception, reflected in the news, that mental health services, in particular, are not adequately funded – this is borne out by long waiting lists. However, the 2,407 experiences in our database are largely positive about the quality of service overall. That said, some people feel they are not being ‘listened to’, involved in decisions about them, or aware of what is in their care plan. 150 people also express anxiety about medication and its side effects.
The 528 comments on our database suggest that residents are satisfied with services as a whole, particularly those in residential care. However, we are becoming increasingly aware of social isolation, with residents receiving home support voicing a ‘lack of stimulation and life quality’. The availability of information and advice may be a key problem as many people say they are not aware of services and their entitlements.
We have attached a booklet, containing a selection of the 10,000 stories on the database.
We would like to encourage residents and professionals alike to confide in us with their experiences – the more information we get, the sharper our focus will be.
If you have an interest in health and social care related issues, why not join our Patient Experience Panel?
020 8663 5635
Download the booklet, Your Stories – HWC booklet.