Patient Experience Report: Quarter 1 2021/2022

Key Findings:

Of the 632 reviews collected this quarter, 411 (65%) were positive with star rating 4-5, 44 (7%) neutral with star rating 3 and 177 (28%) negative with star rating 1-2.

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

GP Services

• In this quarter, there is an increase in negative reviews for GP services. One of the reasons this could be is that we made improvements to our feedback centre to make data analysis more accurate. This could also reflect the challenges the Covid-19 pandemic has had on primary care. We will monitor the distribution of sentiment in the following quarter.

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 95% of all reviews being positive.

Hospital Services

• Service users found hospitals in Bromley to be excellent overall. 69% of collated feedback was positive and revealed a high satisfaction in many areas including quality of care, staff attitudes, communication and cleanliness. More specifically, patients praised hospitals for their caring staff and provision of adequate treatment explanations.