Patient Experience Report 2024/2025 Quarter 2

60 visits were carried out to different local venues across the borough to reach as many as people as possible.

Layout of the report

This report is broken down into three key sections:

• Quarterly Snapshot
• Experiences of GP Practices
• Experiences of Hospital Services

The quarterly snapshot highlights the number of reviews we have collected about local services in the last three months and how residents/patients rated their overall experiences. GPs and hospitals have dedicated sections as we ask specific questions about these services when carrying out engagement. They are the two services about which we receive most feedback. Both sections highlight good practice and areas for improvement.

The GP and hospital chapters start with some example comments, giving a flavour of both the positive and negative feedback we hear from local people. The next section is summary findings, which includes good practice and areas of improvement. This is followed by a final section, capturing the full data set of quantitative and qualitative analysis, a further PCN/Trust breakdowns and an equality analysis page.

Rating Scale Change from October 2023
In response to feedback received during our review of the Patient Experience Programme we have changed our 5-star rating system from 1*= Terrible – 5* = Excellent to 1*= Very Poor – 5* = Very Good. This aligns with the rating scale used by our national body, Healthwatch England.

Questions using a different rating scale remain the same.