Experience of Whipps Cross University Hospital. Pages 6-26 Patient Journey

Transcription

1 Experience of Whipps Cross University Hospital 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 Whipps Cross University Hospital. Page Data Source Pages 3 - Top Trends Pages 6-6 Patient Journey Page 7 Summary Healthwatch talks to people across the community, week in, week out. This section shows where we collected the feedback that underpins this report. 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. In this section, we look at the patient journey (or 'care pathway'). We also examine the most popular hospital departments. This section summarises findings, in brief. Disclaimer: The trends within this report are based on service user comments we have obtained from sources outlined on Page. Comments obtained from these sources may not be representative of all service users experiences or opinions. Report compiled on October 18, to cover the period 1 October 17-3 September 18. 1

2 1. Data Source: Where did we collect the feedback? 1.1 Source % 7% Outreach Provider Website 7% Sources providing the most comments overall 1. Origin % % Office Patient Opinion 69% Whipp's Cross University Hospital Origins providing the most comments overall

3 . Top Trends: Which service aspects are people most commenting on?.1 Service aspects: 193 issues from 313 people % 19% 1% 1% 8% 1% % % 8% % % 16% 1% General Comment Administration Timing Carer Involvement User Involvement Booking Telephone Waiting List Environment/Layout. See pages 8-9 for issue descriptions. Stated medical conditions % % 1% 3% 1% 16% % 1% % 6% 37% % 6% % Arthritis Cancer Cardiology Children's Health Ear Health/Hearing Ear, Nose & Throat Eye Health General Health Maternity Musculoskeletal Health Older People's Health Reproductive Health Skin Health Urology Medical conditions receiving the most comments overall 3

4 3. Sentiment: How do people feel about the service? 3.1 How do people feel as a whole? % 9% % Comparable London Average (Q1): 7% 3. How well informed, involved and supported do people feel? % % 63% Comparable London Average (Q1): 9%

5 3. Sentiment: How do people feel about the service? 3.3 How do people feel about general quality and empathy? % 17% 79% Comparable London Average (Q1): 78% 3. How do people feel about general access to services? % 3% 8% Comparable London Average (Q1): 38%

6 . Trends: Which departments are people most commenting on?.1 Departments (193 issues) % % % 1% 7% 3% % 18% % 3% % 6% 3% 6% Accident and Emergency Cardiology Ear, Nose and Throat Endoscopy Fracture Clinic General Outpatients Maternity Not Stated Obstetrics and Gynaecology Ophthalmology Orthopaedics Phlebotomy Surgical Clinic Urology Departments receiving the most comments overall. Breakdown of care pathway locations (more on pages 19-6) % 1% 1% % % Transport Reception 1% 11% Diagnosis/Testing Clinical Treatment Clinical Nursing Discharge % Follow On Community Services Care pathway locations 6

7 . Trends: A&E.1 Trends, A&E (3 issues from 9 people) % 13% 16% Timing 7% 1%. Sentiment, A&E % 7% % 7

8 . Trends: Cardiology.3 Trends, Cardiology ( issues from 6 people) % 1% 13% Carer Involvement 3%. Sentiment, Cardiology % % 76% 8

9 . Trends: Ear, Nose & Throat. Trends, Ear, Nose & Throat (79 issues from 1 people) % 1% 6% 1% User Involvement Timing % 11%.6 Sentiment, Ear, Nose & Throat % 17% 8% 9

10 . Trends: Maternity.7 Trends, Maternity (7 issues from 37 people) % 17% 1% User Involvement % %.8 Sentiment, Maternity % 9% % 1

11 . Trends: Obstetrics and Gynaecology.9 Trends, Obstetrics and Gynaecology ( issues from 1 people) % % 13% 1% 8% Administration User Involvement 19%.1 Sentiment, Obstetrics and Gynaecology % 6% % 11

12 . Trends: Ophthalmology.11 Trends, Ophthalmology (16 issues from 1 people) % 18% 18% 7% 8% Administration Cancellations User Involvement Booking 8% 1% 8% 7% Timing.1 Sentiment, Ophthalmology % 3% 6% 1

13 . Trends: Orthopaedics.13 Trends, Orthopaedics (13 issues from people) % 1% 11% User Involvement Timing % 1% 13%.1 Sentiment, Orthopaedics % % 6% 13

14 . Trends: Phlebotomy.1 Trends, Phlebotomy (6 issues from 16 people) % 16% 7% 1% 11% Administration General Comment Timing 8% 1%.16 Sentiment, Paediatrics % 7% % 1

15 . Trends: Radiography.17 Trends, Radiography (3 issues from 7 people) % 11% 1% 1% User Involvement Timing 3% 1%.18 Sentiment, Radiography % 19% 81% 1

16 . Trends: Rheumatology.19 Trends, Rheumatology (33 issues from 7 people) User Involvement 3 17% % Referral 1 13% 6% 1% 1% Telephone Waiting List 7% 17%. Sentiment, Rheumatology % 18% 76% 16

17 . Trends: Surgery (General).1 Trends, General Surgery ( issues from 6 people) % 17% 16% User Involvement 3% 1%. Sentiment, General Surgery % 9% 91% 17

18 . Trends: Urology.3 Trends, Urology (3 issues from 9 people) % 19% % %. Sentiment, Urology % 6% % 18

19 6. Care Pathway: Transport (ability to get to-and-from services) 6.1 Trends, Transport ( issues) % 13% 1% Timing 1% 1% 18% Travel/Parking 6. Sentiment, Transport % % 67% 19

20 6. Care Pathway: Reception (reception services including back-office) 6.3 Trends, Reception ( issues) % 1% 19% Administration Telephone 1% 17% 8% 6. Sentiment, Reception % 3% %

21 6. Care Pathway: Diagnosis/Testing (diagnosis of condition, including testing and scans) 6. Trends, Diagnosis/Testing (8 issues) % 17% 13% 7% 1% 1% Administration Timing User Involvement 1% 6.6 Sentiment, Diagnosis/Testing % % 7% 1

22 6. Care Pathway: Clinical Treatment (treatment provided by trained clinicians) 6.7 Trends, Clinical Treatment (96 issues) % 1% 1% User Involvement Timing % 17% 1% 6.8 Sentiment, Clinical Treatment % 7% 6%

23 6. Care Pathway: Clinical Nursing (care provided by trained nurses) 6.9 Trends, Clinical Nursing (36 issues) % 1% 1% User Involvement 1% % 6.1 Sentiment, Clinical Nursing % % 63% 3

24 6. Care Pathway: Discharge (discharge from a service) 6.11 Trends, Discharge (18 issues) 3 6% 11% % User Involvement Carer Involvement Administration 1 11% 6% 17% Medication Planning 11% 6% % % Timing Equipment 6.1 Sentiment, Discharge % 1%

25 6. Care Pathway: Follow On (supplementary services following discharge, including care packages) 6.13 Trends, Follow On (1 issues) % 13% % 1% Booking Waiting List 39% 6.1 Sentiment, Follow On % 68% %

26 6. Care Pathway: Community (community based health services) 6.1 Trends, Community (6 issues) 1 13% % Booking 16% 1% Waiting List 39% 6.16 Sentiment, Community % 67% % 6

27 7. Summary: Key findings in brief Page Number, Figure Key findings in brief* Page 3, Figure.1 Page 3, Figure.1 Page, Figure 3.3 Page, Figure 3. Page 6, Figure.1 Page 6, Figure.1 Page 6, Figure. Page 7, Figure.1 Page 9, Figure. Page 1, Figure.7 Page 11, Figure.9 Page 1, Figure.11 Page 13, Figure.13 Page 1, Figure.1 Page 1, Figure.17 Page 17, Figure.1 Page 19, Figure 6.1 Page, Figure 6.3 Page, Figure 6.3 Page 1, Figure 6. Page 1, Figure 6. Page, Figure 6.7 Page 3, Figure 6.9 Page, Figure 6.13 Top issues: On the whole, patients experience good quality, compassionate treatment and care, with good levels of involvement. Top issues: Some patients comment negatively on waiting times at appointments and general administration. Sentiment: On the whole, patients experience good quality, compassionate treatment and care. Sentiment: On general service access, around two thirds of issues are negative. Top departments: Sentiment on Orthopaedics, ENT, General Outpatients and Surgery is broadly positive, according to comments. Top departments: Comments suggest sentiment on A&E is marginally positive, while mixed on Maternity. Care pathway: Sentiment on clinical treatment and nursing is broadly positive overall, while mixed on reception and diagnosis. A&E: Patients find staff to be caring and professional, however some comment on long waits, and lack of communication. Ear, Nose & Throat: Comments reflect good quality, compassionate treatment, with good levels of communication and support. Maternity: Patients find staff to be caring and professional on the whole, however some do not feel supported, informed or involved. Obsteterics and Gynaecology: Patients find staff to be caring and professional on the whole. Ophthalmology: Patients find staff to be caring and professional on the whole, however some comment on a lack of communication. Orthopaedics: Comments suggest patients are satisfied with most service aspects. Phlebotomy: Some patients complain of long waits at appointments. Radiography: Comments suggest patients are satisfied with most service aspects. General Surgery: Comments suggest patients are satisfied with most service aspects. Transport: Comments reflect a good quality, caring service. Reception: Patients find staff to be caring and professional on the whole. Reception: Some patients comment negatively on general administration and levels of communication. Diagnosis: Patients find staff to be caring, professional & supportive on the whole. Diagnosis: Some patients experience difficulty in obtaining test results. Clinical Treatment: Patients experience a good quality, caring service on the whole, however some cite long waits at appointments. Clinical Nursing: Comments suggest patients are satisfied with most aspects of nursing care, on the whole. Follow On: Following discharge, some patients feel unsupported in arranging follow on treatment or care. * Findings may not be representative of all service users experiences or opinions. 7

28 Values Systems Patients/Carers 8. Data Table: Number of issues Issue Name Carer Involvement General Comment User Involvement Descriptor Total Communication, including access to advice and information Involvement of carers, friends or family members A generalised statement (ie; "The doctor was good.") Involvement of the service user Administration Admission Booking Cancellations Data Protection Referral Medical Records Medication Opening Times Planning Registration Telephone Timing Waiting List Administrative processes and delivery Physical admission to a hospital ward, or other service. 1 1 Ability to book, reschedule or cancel appointments. 3 8 Cancellation of appointment by the service provider General data protection (including GDPR). 1 1 Referral to a service. 9 Management of medical records. 6 6 Prescription and management of medicines Opening times of a service. 1 3 Leadership and general organisation Ability to register for a service. Levels of support provided Ability to contact a service by telephone. 6 Physical timing (ie; length of wait at appointments) Length of wait while on a list Choice Cost Language Nutrition Privacy Sensory Stimulation General choice General cost. Language, including terminology. 1 1 Provision of sustainance Privacy, personal space and property. 8 1 General quality of a service, or staff Deaf/blind or other sensory issues. General stimulation, including access to activities. 1 8

29 Staff Environment 8. Data Table: Number of issues Issue Name Catchment/Distance Environment/Layout Equipment Hazard Hygiene Mobility Travel/Parking Descriptor Total Distance to a service (and catchment area for eligability). 1 1 Physical environment of a service General equipment issues General hazard to safety (ie; a hospital wide infection) Levels of hygiene and general cleanliness Physical mobility to, from and within services. 1 1 Ability to travel or park. 1 1 Omission Security/Conduct Complaints Staff Training Staffing Levels General omission (ie; transport did not arrive). General security of a service, including conduct of staff. 1 3 Attitude, compassion and empathy of staff Ability to log and resolve a complaint Training of staff. 8 8 General availability of staff Total: CommunityInsight CRM 9