Patient Experience Report 2021/2022 Quarter 3

Report - 1 April 2022

A patient experience report with 611 reviews collected this quarter about the health and social care services in the London Borough of Bromley, covering the period from October – December 2021. We found that 471 (77%) local residents reviewed positively with star rating 4-5, 25 (4%) neutral with star rating 3 and 115 (19%) negative with star rating 1-2.

Key Findings:

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, service users found dental services to be excellent in the London borough of Bromley. Feedback showed high satisfaction in all areas; including Staff Attitudes, Quality of Care/Treatment, Communication and Meeting Needs.

GP Services

• In this quarter, a number of service users left positive feedback about their GP service. Feedback revealed a good level of satisfaction in most areas; 58% (72) being positive, 9% (11) being neutral and 33% (4) being negative.

Hospital Services

• Service users found hospitals in the London borough of Bromley to be excellent overall. 72% of collated feedback was positive and revealed a high satisfaction with Staff Attitudes, Quality of Care/Treatment, Cleanliness, Hygiene & Infection Control, and Meeting Needs of service users.

Covid-19 Services

• Overall, patients were extremely satisfied with the service provided when visiting a Covid-19 vaccination centres. 94% of collated feedback was positive and revealed a high satisfaction in Staff Attitudes, Cleanliness, Hygiene & Infection Control, Quality of Care/Treatment and Communication.

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If you need this document in a different format, please email info@healthwatchbromley.co.uk or call 020 388 60752.

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Patient Experience Report 2021/2022 Quarter 3
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