Experience 8 October 2019of Selected London Hospitals...2018/10/01 · Experience 8 October 2019of...
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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 8 October 2019, to cover the period 1 October 2018 - 30 September 2019. Experience of Selected London Hospitals 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 service user experience of selected hospitals in London. Pages 2 - 3 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 4 - 14 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 15 - 23 Departments In this section, we focus on the experience of A&E, maternity and other popular hospital departments. Page 24 Data Table The numbers that matter. 8 October 2019 1
Transcript of Experience 8 October 2019of Selected London Hospitals...2018/10/01 · Experience 8 October 2019of...
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 8 October 2019, to cover the period 1 October 2018 - 30 September 2019.
Experience of Selected London Hospitals
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 service user experience of selected hospitals in London.
Pages 2 - 3 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 4 - 14 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 15 - 23 Departments In this section, we focus on the experience of A&E, maternity and other popular hospital departments.
Page 24 Data Table The numbers that matter.
8 October 2019
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1.1 Royal London Hospital 1.2 Whipps Cross University Hospital
Sources providing the most comments overall Sources providing the most comments overall
1.3 Homerton University Hospital 1.4 Newham University Hospital
Sources providing the most comments overall Sources providing the most comments overall
1. Data Source: Where did we collect the feedback?
1% 1%
50%
7%
32%
4% 5%
Enter and View Office
Outreach Provider Report
Provider Website Social Media
Telephone
0 100 200 300 400 500 600 700
# Issues Positive Neutral Negative 36%
2%
0%
44%
18%
Enter and View
Information & Signposting
Office
Provider Website
Social Media
0 100 200 300 400 500 600 700 800
# Issues Positive Neutral Negative
1%
41%
33%
25%
Event
Outreach
Provider Website
Social Media
0 50
100 150 200 250 300 350
# Issues Positive Neutral Negative
57%
43%
Provider Website Social Media
0 50
100 150 200 250 300 350
# Issues Positive Neutral Negative
2
1.5 Northwick Park Hospital
Sources providing the most comments overall
1. Data Source: Where did we collect the feedback?
4% 2% 1% 2%
62%
29%
Information & Signposting
Meeting
Provider Report
Provider Website
Social Media
0 100 200 300 400 500 600
# Issues Positive Neutral Negative
3
2. Top Trends: Which service aspects are people most commenting on?
2.1 Royal London Hospital: 2474 issues from 547 people
Issues receiving the most comments overall
2.2 Whipps Cross University Hospital: 2539 issues from 397 people
Issues receiving the most comments overall
0 50
100 150 200 250 300 350
# Issues Positive Neutral Negative
14%
6%
4%
6%
3%
2% 11%
11% 4%
2%
16%
2%
19%
Advice/Information General Comment
User Involvement Administration
Booking Planning
Support Timing
Waiting List Choice
Quality Environment/Layout
Staff Attitude
0 50
100 150 200 250 300 350
# Issues Positive Neutral Negative
12%
2%
3%
8%
4%
3%
14%
8%
2%
16%
7%
2%
19%
Advice/Information Carer Involvement
General Comment User Involvement
Administration Booking
Support Timing
Nutrition Quality
Environment/Layout Hygiene
Staff Attitude
4
2. Top Trends: Which service aspects are people most commenting on?
2.3 Homerton University Hospital: 1244 issues from 285 people
Issues receiving the most comments overall
2.4 Newham University Hospital: 908 issues from 194 people
Issues receiving the most comments overall
0
50
100
150
200
250
# Issues Positive Neutral Negative
7%
7% 4%
3%
3%
1%
16%
1% 10%
2%
21%
2%
23%
Advice/Information General Comment
User Involvement Administration
Booking Medication
Support Telephone
Timing Waiting List
Quality Hygiene
Staff Attitude
0 10 20 30 40 50 60 70 80 90
100
# Issues Positive Neutral Negative
8% 4%
6%
6% 2%
2%
16%
8%
21%
1%
2%
22%
2% Advice/Information Carer Involvement
General Comment User Involvement
Administration Planning
Support Timing
Quality Equipment
Hygiene Staff Attitude
Staffing Levels
5
2. Top Trends: Which service aspects are people most commenting on?
2.5 Northwick Park Hospital: 1600 issues from 371 people
Issues receiving the most comments overall
0
50
100
150
200
250
# Issues Positive Neutral Negative
11% 3%
5%
4%
4%
2%
16%
3%
7%
2%
20%
1%
22%
Advice/Information Carer Involvement
General Comment User Involvement
Administration Booking
Support Telephone
Timing Waiting List
Quality Environment/Layout
Staff Attitude
6
3.1 Sentiment, Royal London Hospital 3.2 Sentiment, Whipps Cross University Hospital
3.3 Sentiment, Homerton University Hospital 3.4 Sentiment, Newham University Hospital
Average sentiment (all hospitals combined) is 51% positive
3. Sentiment: How do people feel as a whole?
50%
7%
43%
Positive
Neutral
Negative
0 200 400 600 800
1000 1200 1400
# Issues Positive Neutral Negative
59%
6%
35%
Positive
Neutral
Negative
0 200 400 600 800
1000 1200 1400 1600
# Issues Positive Neutral Negative
60%
3%
37%
Positive
Neutral
Negative
0 100 200 300 400 500 600 700 800
# Issues Positive Neutral Negative 38%
3%
59%
Positive
Neutral
Negative
0 100 200 300 400 500 600
# Issues Positive Neutral Negative
7
3.5 Sentiment, Northwick Park Hospital
3. Sentiment: How do people feel as a whole?
Average sentiment (all hospitals combined) is 51% positive
49%
3%
48%
Positive
Neutral
Negative
0 100 200 300 400 500 600 700 800 900
# Issues Positive Neutral Negative
8
4. Sentiment: How well informed, involved and supported do people feel?
4.1 Sentiment, Royal London Hospital 4.2 Sentiment, Whipps Cross University Hospital
4.3 Sentiment, Homerton University Hospital 4.4 Sentiment, Newham University Hospital
Average sentiment (all hospitals combined) is 52% positive
51%
8%
41%
Positive
Neutral
Negative
0 50
100 150 200 250 300 350
# Issues Positive Neutral Negative
63%
5%
32%
Positive
Neutral
Negative
0 100 200 300 400 500 600
# Issues Positive Neutral Negative
58%
2%
40%
Positive
Neutral
Negative
0 20 40 60 80
100 120 140 160 180 200
# Issues Positive Neutral Negative 40%
2%
58%
Positive
Neutral
Negative
0 20 40 60 80
100 120 140 160 180
# Issues Positive Neutral Negative
9
4. Sentiment: How well informed, involved and supported do people feel?
4.5 Sentiment, Northwick Park Hospital
Average sentiment (all hospitals combined) is 52% positive
47%
3%
50%
Positive
Neutral
Negative
0 50
100 150 200 250 300
# Issues Positive Neutral Negative
10
5. Sentiment: How do people feel about general quality and empathy?
5.1 Sentiment, Royal London Hospital 5.2 Sentiment, Whipps Cross University Hospital
5.3 Sentiment, Homerton University Hospital 5.4 Sentiment, Newham University Hospital
Average sentiment (all hospitals combined) is 71% positive
76%
6%
18%
Positive
Neutral
Negative
0 100 200 300 400 500 600
# Issues Positive Neutral Negative
73%
3%
24%
Positive
Neutral
Negative
0 100 200 300 400 500 600
# Issues Positive Neutral Negative
79%
2% 19%
Positive
Neutral
Negative
0 50
100 150 200 250 300 350 400
# Issues Positive Neutral Negative
52%
4%
44%
Positive
Neutral
Negative
0 20 40 60 80
100 120 140 160 180 200
# Issues Positive Neutral Negative
11
5. Sentiment: How do people feel about general quality and empathy?
5.5 Sentiment, Northwick Park Hospital
Average sentiment (all hospitals combined) is 71% positive
74%
2%
24%
Positive
Neutral
Negative
0 50
100 150 200 250 300 350 400 450 500
# Issues Positive Neutral Negative
12
6. Sentiment: How do people feel about general access to services?
6.1 Sentiment, Royal London Hospital 6.2 Sentiment, Whipps Cross University Hospital
6.3 Sentiment, Homerton University Hospital 6.4 Sentiment, Newham University Hospital
Average sentiment (all hospitals combined) is 30% positive
23%
7%
70%
Positive
Neutral
Negative
0 50
100 150 200 250 300 350
# Issues Positive Neutral Negative
44%
8%
48%
Positive
Neutral
Negative
0 20 40 60 80
100 120 140 160
# Issues Positive Neutral Negative
41%
4%
55%
Positive
Neutral
Negative
0 20 40 60 80
100 120
# Issues Positive Neutral Negative 19%
3%
78%
Positive
Neutral
Negative
0 10 20 30 40 50 60 70 80
# Issues Positive Neutral Negative
13
6. Sentiment: How do people feel about general access to services?
6.5 Sentiment, Northwick Park Hospital
Average sentiment (all hospitals combined) is 30% positive
26%
2%
72%
Positive
Neutral
Negative
0 20 40 60 80
100 120 140 160 180
# Issues Positive Neutral Negative
14
7.1 Royal London Hospital: 2474 issues from 547 people
Departments receiving the most comments overall
7.2 Whipps Cross University Hospital: 2539 issues from 397 people
Departments receiving the most comments overall
7. Trends: Which departments are people most commenting on?
0
50
100
150
200
250
# Issues Positive Neutral Negative
12% 4% 3%
2%
2%
24%
2% 2%
11%
15%
9%
7%
2%
5%
Accident and Emergency
Cancer Services
Cardiology
Dermatology
Ear, Nose and Throat
Fracture Clinic
Gastroenterology
General Inpatients
General Outpatients
Maternity
Neurology
Not Stated
Phlebotomy
Surgical Clinic
0 100 200 300 400 500 600 700 800 900
1000
# Issues Positive Neutral Negative
59%
2%
2%
1%
2%
1%
4%
8%
10%
1%
3% 3% 2% 2% Accident and Emergency
Cardiology
Care of the Elderly
Dermatology
Ear, Nose and Throat
Endoscopy
General Inpatients
Maternity
Not Stated
Obstetrics and Gynaecology
Ophthalmology
Orthopaedics
Radiography
Surgical Clinic
15
7.3 Homerton University Hospital: 1244 issues from 285 people
Departments receiving the most comments overall
7.4 Newham University Hospital: 908 issues from 194 people
Departments receiving the most comments overall
7. Trends: Which departments are people most commenting on?
0 20 40 60 80
100 120 140
# Issues Positive Neutral Negative
0
50
100
150
200
250
# Issues Positive Neutral Negative
18%
4%
3% 2%
2%
2%
3%
3%
5% 10%
21%
14%
2%
2%
9%
Accident and Emergency
Acute Care
Cardiology
Care of the Elderly
Ear, Nose and Throat
Endoscopy
Fracture Clinic
Gastroenterology
General Inpatients
General Outpatients
Maternity
Not Stated
Obstetrics and Gynaecology
Radiography
Surgical Clinic
25%
3%
8%
20%
32%
2% 3%
2% 2%
3%
Accident and Emergency
Care of the Elderly
General Inpatients
Maternity
Not Stated
Obstetrics and Gynaecology
Paediatrics
Phlebotomy
Radiography
Surgical Clinic
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7.5 Northwick Park Hospital: 1600 issues from 371 people
Departments receiving the most comments overall
7. Trends: Which departments are people most commenting on?
0
50
100
150
200
250
# Issues Positive Neutral Negative
27%
2%
2% 6%
9% 4%
2%
13% 2%
17%
3%
3% 7%
3% Accident and Emergency
Acute Care
Care of the Elderly
Ear, Nose and Throat
General Inpatients
General Outpatients
Main Switchboard
Maternity
Neurology
Not Stated
Orthopaedics
Physiotherapy
Surgical Clinic
Urology
17
8.1 Royal London Hospital: 223 issues from 44 people 8.2 Senitment, Royal London Hospital
Issues receiving the most comments overall
8.3 Whipps Cross University Hospital: 1381 issues from 175 people 8.4 Senitment, Whipps Cross University Hospital
Issues receiving the most comments overall Average sentiment (A&E departments combined) is 53% positive
8. Trends and Sentiment: A&E
11% 5%
4%
14%
16% 26%
24%
Advice/Information
User Involvement
Administration
Support
Timing
Quality
Staff Attitude
0 5
10 15 20 25 30 35
# Issues Positive Neutral Negative
13%
8%
6%
5%
14% 11%
13%
13%
17%
Advice/Information
User Involvement
Administration
Booking
Support
Timing
Quality
Environment/Layout
Staff Attitude
0 20 40 60 80
100 120 140 160 180
# Issues Positive Neutral Negative
43%
4%
53%
Positive
Neutral
Negative
0 20 40 60 80
100 120 140
# Issues Positive Neutral Negative
64% 9%
27%
Positive
Neutral
Negative
0 100 200 300 400 500 600 700 800 900
1000
# Issues Positive Neutral Negative
18
8.5 Homerton University Hospital: 200 issues from 43 people 8.6 Senitment, Homerton University Hospital
Issues receiving the most comments overall
8.7 Newham Universiy Hospital: 220 issues from 39 people 8.8 Senitment, Newham University Hospital
Issues receiving the most comments overall Average sentiment (A&E departments combined) is 53% positive
8. Trends and Sentiment: A&E
10% 5%
4%
18%
16%
24%
23%
Advice/Information
User Involvement
Administration
Support
Timing
Quality
Staff Attitude
0
5
10
15
20
25
# Issues Positive Neutral Negative 39%
4%
57%
Positive
Neutral
Negative
0 20 40 60 80
100 120 140
# Issues Positive Neutral Negative
6%
4% 4%
19%
21%
24%
22%
Advice/Information
General Comment
User Involvement
Support
Timing
Quality
Staff Attitude
0 5
10 15 20 25 30 35
# Issues Positive Neutral Negative
59%
3%
38%
Positive
Neutral
Negative
0 20 40 60 80
100 120 140
# Issues Positive Neutral Negative
19
8.9 Northwick Park Hospital: 366 issues from 79 people 8.10 Senitment, Northwick Park Hospital
Issues receiving the most comments overall
8. Trends and Sentiment: A&E
Average sentiment (A&E departments combined) is 53% positive
9% 4%
19%
14% 25%
29%
Advice/Information
User Involvement
Support
Timing
Quality
Staff Attitude
0 10 20 30 40 50 60 70 80
# Issues Positive Neutral Negative
60%
2%
38%
Positive
Neutral
Negative
0
50
100
150
200
250
# Issues Positive Neutral Negative
20
9.1 Royal London Hospital: 279 issues from 62 people 9.2 Senitment, Royal London Hospital
Issues receiving the most comments overall
9.3 Whipps Cross University Hospital: 194 issues from 31 people 9.4 Senitment, Whipps Cross University Hospital
Issues receiving the most comments overall Average sentiment (Maternity departments combined) is 47% positive
9. Trends and Sentiment: Maternity
16%
6%
8%
17%
6%
23%
24%
Advice/Information
General Comment
User Involvement
Support
Timing
Quality
Staff Attitude
0 5
10 15 20 25 30
# Issues Positive Neutral Negative
14% 5%
10%
18%
5%
23%
25%
Advice/Information
Carer Involvement
User Involvement
Support
Timing
Quality
Staff Attitude
0 5
10 15 20 25 30
# Issues Positive Neutral Negative
42%
18%
40%
Positive
Neutral
Negative
0 20 40 60 80
100 120 140
# Issues Positive Neutral Negative
58%
3%
39%
Positive
Neutral
Negative
0 20 40 60 80
100 120
# Issues Positive Neutral Negative
21
9.5 Homerton University Hospital: 228 issues from 39 people 9.6 Senitment, Homerton University Hospital
Issues receiving the most comments overall
9.7 Newham University Hospital: 176 issues from 36 people 9.8 Senitment, Newham University Hospital
Issues receiving the most comments overall Average sentiment (Maternity departments combined) is 47% positive
9. Trends and Sentiment: Maternity
9% 7%
4%
9%
19%
4%
24%
24%
Advice/Information
Carer Involvement
General Comment
User Involvement
Support
Timing
Quality
Staff Attitude
0 2 4 6 8
10 12 14 16
# Issues Positive Neutral Negative 34%
8%
58%
Positive
Neutral
Negative
0 20 40 60 80
100 120
# Issues Positive Neutral Negative
10% 7%
25%
8%
24%
26%
Advice/Information
User Involvement
Support
Timing
Quality
Staff Attitude
0 5
10 15 20 25 30 35 40
# Issues Positive Neutral Negative
55%
5%
40%
Positive
Neutral
Negative
0 20 40 60 80
100 120 140
# Issues Positive Neutral Negative
22
9.9 Northwick Park Hospital: 175 issues from 39 people 9.10 Senitment, Northwick Park Hospital
Issues receiving the most comments overall
9. Trends and Sentiment: Maternity
Average sentiment (Maternity departments combined) is 47% positive
13% 5%
5%
20%
8%
26%
23%
Advice/Information
General Comment
User Involvement
Support
Timing
Quality
Staff Attitude
0 5
10 15 20 25 30
# Issues Positive Neutral Negative
48%
3%
49%
Positive
Neutral
Negative
0 10 20 30 40 50 60 70 80 90
100
# Issues Positive Neutral Negative
23
10. Data Table: Number of issues
Positive Neutral Negative Total
Communication, including access to advice and information. 399 57 393 849
Involvement of carers, friends or family members. 86 7 83 176
A generalised statement (ie; "The doctor was good.") 251 27 151 429
Involvement of the service user. 257 12 152 421
Administrative processes and delivery. 90 25 220 335
Physical admission to a hospital ward, or other service. 13 0 18 31
Ability to book, reschedule or cancel appointments. 87 14 98 199
Cancellation of appointment by the service provider. 0 0 61 61
General data protection (including GDPR). 1 0 4 5
Referral to a service. 44 2 41 87
Management of medical records. 2 0 30 32
Prescription and management of medicines. 22 7 62 91
Opening times of a service. 0 3 6 9
Leadership and general organisation. 56 1 63 120
Ability to register for a service. 2 0 11 13
Levels of support provided. 628 46 425 1099
Ability to contact a service by telephone. 8 2 112 122
Physical timing (ie; length of wait at appointments). 250 49 403 702
Length of wait while on a list. 42 7 128 177
General choice. 36 4 52 92
General cost. 6 3 27 36
Language, including terminology. 6 0 12 18
Provision of sustainance. 43 5 45 93
Privacy, personal space and property. 11 1 39 51
General quality of a service, or staff. 1004 42 339 1385
Deaf/blind or other sensory issues. 1 0 10 11
General stimulation, including access to activities. 12 10 16 38
General Comment
Advice/Information
Carer Involvement
Issue Name
Planning
Registration
Support
Telephone
Timing
Choice
Cost
Language
Nutrition
Privacy
Quality
Sensory
Descriptor # Issues
User Involvement
Waiting List
Stimulation
Referral
Medical Records
Medication
Opening Times
Administration
Admission
Booking
Cancellations
Data Protection
Pa
tie
nts
/Ca
rers
S
ys
tem
s
Va
lues
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10. Data Table: Number of issues
Positive Neutral Negative Total
Distance to a service (and catchment area for eligability). 8 3 12 23
Physical environment of a service. 143 29 93 265
General equipment issues. 9 1 43 53
General hazard to safety (ie; a hospital wide infection). 4 0 29 33
Levels of hygiene and general cleanliness. 54 2 59 115
Physical mobility to, from and within services. 10 5 16 31
Ability to travel or park. 5 1 22 28
General omission (ie; transport did not arrive). 0 1 23 24
General security of a service, including conduct of staff. 11 2 17 30
Attitude, compassion and empathy of staff. 1178 59 366 1603
Ability to log and resolve a complaint. 22 2 35 59
Training of staff. 5 1 48 54
General availability of staff. 3 1 85 89
Total: 4809 431 3849 9089
CommunityInsight CRM
Staffing Levels
Catchment/Distance
Issue Name
Equipment
Staff Training
Omission
Security/Conduct
Staff Attitude
Complaints
Travel/Parking
Environment/Layout
Hazard
Hygiene
Mobility
Descriptor # Issues
En
vir
on
me
nt
Sta
ff
25
