Patient Experience Report 2021/2022 Quarter 2

Key Findings:

Of the 601 reviews collected this quarter, 415 (69%) were positive with star rating 4-5, 35 (6%) neutral with star rating 3 and 151 (25%) negative with star rating 1-2.

Overall, for this quarter, positive patient experiences outweigh negative patient ones. However, if we look beyond this overall picture at specific service areas, findings indicate the following:

Dental Services

• Overall, patients found dental services to be excellent. Feedback revealed a high satisfaction in all areas including quality of treatment, communication and cleanliness, with 88% of all reviews being positive and 12% being negative. This is a contrast to feedback we have received from patients contacting our service for help with information and signposting. The information collected through this option suggests that people experience difficulties in finding local dentists that provide NHS treatment.

GP Services

• In this quarter, the majority of service users left positive feedback about their GP service. Feedback revealed a satisfaction in most areas, with 60% of all reviews being positive, 29% being negative and 11% being neutral.

Pharmacy Services

• Service users found Pharmacy in Bromley to be excellent overall. 66% of collated feedback was positive and revealed a high satisfaction in service co-ordination, staff attitude and quality of care/treatment There are some concerns regarding long waiting times so there is a scope for improvement within this area. Service users also expressed some negativity regarding communication with staff and this is another area to consider when studying data for the next Quarterly report.

Hospital Services

• Overall, patients were mostly satisfied with the service provided when visiting a Hospital. 57% of collated feedback was positive and revealed a high satisfaction in quality of care/treatment and staff attitudes. Cleanliness, Hygiene & Infection Control also received a large percentage (88%) of positive feedback.