Patient Experience Report 2022/2023 Quarter 1

Key Findings:

Of the 600 reviews collected this quarter, 427 (71%) were positive with star rating 4-5, 27 (5%) neutral with star rating 3 and 146 (24%) negative with star rating 1-2.

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

Dental Services

• The majority of service users found dentists to be excellent. Feedback showed high satisfaction across all themes; Quality of Care/Treatment, Staff Attitudes, Communication, Appointments, Information, Advice & Guidance, Service Co-Ordination, and Cleanliness, Hygiene & Infection Control. This reflects our findings in the Q4 report, 2021-2022.

GP Services

• Many service users left positive feedback about their GP service. Feedback revealed a good level of satisfaction; 58% (90) were positive, 4% (6) were neutral, and 38% (59) were negative. The results are very similar to the previous quarter with 56% (121) being positive, 6% (12) being neutral and 38% (83) being negative.

Hospital Services

• Overall, service users found hospitals to be very good. Hospital received the third highest number of reviews this quarter (88). Of these 61% (54) were positive, 8% (7) were neutral, and 31% (27) were negative. The percentage of positive reviews has marginally increased since the last quarter (59%).