Healthwatch Stockport Patient & Public Experience Report
Summary
The Healthwatch Stockport Patient & Public Experience Team was set up to address the large volume of information in the public domain and within service provider reports relating to patient and public experience. It is felt that local people often provide various organisations with their stories, patient journeys and experiences, both positive and not so good, and all too many times although individual complaints are resolved, the service does not change as a result of this feedback.
The Patient & Public Experience Team consists of Healthwatch Stockport members (unpaid volunteers with an interest in health & social care), many of whom have a health & social care background or an interest in helping to improve health & social care services in Stockport.
Over the last 12 months the team have been exploring options of how to best address the way we look at feedback and use it to support services to improve.
The Patient & Public Experience Team meet quarterly, but analyse the documents between meetings so that themes can be discussed at team meetings.
The three main areas of concern identified by the Patient & Public Experience Team in the Quarter July-September 2014 were:
- Discharge from hospital
- Stockport NHS Foundation Trust District Nurse Service Capacity
- Arriva Patient Transport Service Timelines
& the two main areas of concern identified by the Patient & Public Experience Team in the Quarter October-December 2014 were:
- Quality of Nursing Care at Stepping Hill Hospital
- Stockport NHS Foundation Trust Failure to meet A&E Waiting Time Targets.
Key Findings
1. The highest occurring theme from the feedback gathered by Healthwatch Stockport was the Patient Pathway, with 25% of the feedback referencing the pathway.
2. The highest occurring issues within the theme of Patient Pathway are access to services and co-ordination of services (both 26%) followed by access to information (23%).
3. The second highest occurring theme from the feedback gathered by Healthwatch Stockport was Staff, with 15% of the feedback referencing the pathway.
