Patient Experience Report 2021/2022 Quarter 4

Key Findings:

Of the 602 reviews collected this quarter, 410 (68%) were positive with star rating 4-5, 24 (4%) neutral with star rating 3 and 168 (28%) negative with star rating 1-2.

Overall, for this quarter, positive patient experiences outweigh negative patient ones. However, there are fewer positive reviews (77%) and higher negative reviews (19%) compared to the last Q3 report.

If we look beyond this overall picture at specific service areas, findings indicate the following:

GP Services

• Many service users left positive feedback about their GP service. Feedback revealed a good level of satisfaction; 56% (121) being positive, 6% (12) being neutral and 38% (83) being negative. The negative reviews have increased slightly since the last quarter. However, we have also received a much larger number of reviews due to our in-person engagement visits starting again this February. If we compare it to the previous quarter, GP services received the second highest number of reviews this quarter (123). Of these 33% (40) were negative, 9% (11) were neutral, and 58% (72) were positive.

Hospital Services

• Overall, service users found hospitals to be very good. However, the percentage of positive reviews (59%) is down from the previous quarter (72%).

Dental Services

• The majority of service users found dentists to be excellent. Feedback showed high satisfaction across all themes; Staff Attitudes, Quality of Care/Treatment, Communication, Appointments, Waiting Times and Cleanliness, Hygiene & Infection Control. This reflects our findings in the Q3 report.