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Experience of health and social care

Summary :: Our health and well-being :: Experience of health and social care

GP patient survey, Department of Health

For each measure Medway has been compared with West Kent, Eastern and Coastal Kent and England. Percentages relate to 'very' or 'fairly' unless otherwise stated.

Accessing GP services

For the four main measures in this section, Medway has the lowest percentage of 'very' or 'fairly good' responses for 'Helpfulness of receptionist' and 'Opening hours satisfaction'. The range of percentages across the four sections varies from 47% to 90%. Another factor not mentioned in the tables is whether patients are overheard in the reception area[1].

  Ease of getting through
to someone at GP
on the phone
Helpfulness of
receptionist
Experience of making
an appointment
Opening hours
satisfaction
NHS Ashford CCG 67% 89% 76% 75%
NHS Canterbury and Coastal CCG 73% 89% 79% 82%
NHS Dartford, Gravesham and Swanley CCG 57% 84% 64% 68%
NHS Medway CCG 57% 83% 63% 67%
NHS South Kent Coast CCG 65% 88% 61% 75%
NHS Swale CCG 57% 83% 66% 70%
NHS Thanet CCG 47% 86% 65% 76%
NHS West Kent CCG 71% 90% 77% 74%
England 68% 86% 73% 76%
Table 1: Accessing GP services, data collected from Jan-Mar 2017
Patient experience: out of hours services

Medway has the lowest percentage satisfaction for 'Speed of care was about right' and is lower for 'Confidence and trust in person seen/spoken to' and 'Overall experience' in comparison to the England average. Patient's perception of the speed of care provided being very or fairly good was quite low across the four areas at between 54% and 64% and this has impacted on the overall experience percentage.area[1].

  Speed of care was
about right
Confidence and trust
in person seen or spoken to
Overall
experience
NHS Ashford CCG 56% 76% 59%
NHS Canterbury and Coastal CCG 64% 76% 57%
NHS Dartford, Gravesham and Swanley CCG 61% 87% 67%
NHS Medway CCG 54% 83% 60%
NHS South Kent Coast CCG 61% 85% 64%
NHS Swale CCG 62% 89% 64%
NHS Thanet CCG 59% 84% 66%
NHS West Kent CCG 60% 84% 68%
England 61% 87% 67%
Table 2: Out of hours services, data collected from Jan-Mar 2017
Patient experience: GP services

Medway patients are least likely to recommend their GP to someone new to the area out of the seven areas looked at, being 10 percentage points under the England average. The overall experience for Medway patients was 8 percentage points lower than the England average.[1]

  Would recommend
GP surgery
to someone
Overall
experience
NHS Ashford CCG 81% 88%
NHS Canterbury and Coastal CCG 84% 90%
NHS Dartford, Gravesham and Swanley CCG 72% 80%
NHS Medway CCG 67% 77%
NHS South Kent Coast CCG 76% 84%
NHS Swale CCG 68% 77%
NHS Thanet CCG 74% 82%
NHS West Kent CCG 81% 86%
England 77% 85%
Table 3: Overall experience of GP services, data collected from Jan-Mar 2017
Accessing NHS dental services

93% of patients in Medway seeking an NHS appointment in the last 2 years were successful, equal to the national average. Medway also has same percentage, in comparison to the England average, of people who didn't know you could get an NHS appointment. West Kent and Swale have the highest percentage at 17%.[1]

  Successful in getting
an NHS appointment
Didn’t think you
could get one
NHS Ashford CCG 95% 14%
NHS Canterbury and Coastal CCG 94% 13%
NHS Dartford, Gravesham and Swanley CCG 92% 14%
NHS Medway CCG 93% 12%
NHS South Kent Coast CCG 92% 12%
NHS Swale CCG 93% 17%
NHS Thanet CCG 91% 9%
NHS West Kent CCG 92% 17%
England 93% 12%
Table 4: Accesing NHS dental services, data collected from Jan-Mar 2017
Patient experience: NHS dental services

Medway patients have the highest satisfaction of their overall experience of an NHS dentist at 86%, 1 percentage point higher than the England average. South Kent Coast have satisfaction 3 percentage points lower than Medway.[1]

  Overall
experience
NHS Ashford CCG 84.00%
NHS Canterbury and Coastal CCG 84.00%
NHS Dartford, Gravesham and Swanley CCG 83.00%
NHS Medway CCG 86.00%
NHS South Kent Coast CCG 82.00%
NHS Swale CCG 85.00%
NHS Thanet CCG 84.00%
NHS West Kent CCG 84.00%
England 85.00%
Table 5: Overall experience of NHS dental services, data collected from Jan-Mar 2017

Care Quality Commission

For each measure, Medway has been compared with the three hospital trusts in Kent. Scores are out of a possible 10.

Outpatients

The lowest score for Medway in this section is for waiting in hospital. This is scored low across all four hospitals though suggesting that this either needs to be improved consistantly or that patients prefer this aspect of appointments the least. All four hospitals are scored quite evenly for each measure. Medway scored lowest out of the four trusts for tests and treatment at 7.6 (only 0.1 lower than Dartford and Gravesham) and highest for 'leaving the outpatients department'. The category scoring highest was seeing a doctor.[2]

  Medway Foundation
Trust
Maidstone and
Tunbridge Wells
East Kent Hospitals
Foundation Trust
Dartford and
Gravesham
Before the appointment 7.4 7.7 7.3 7.3
Waiting in hospital 5.1 4.7 5.1 4.6
Hospital environment and facilities 8.3 8.6 8.4 8.4
Tests and treatments 7.6 8.1 8.1 7.7
Seeing a doctor 8.6 8.5 8.6
Seeing another professional 8.5 8.6 8.9 8.6
Overall about the appointment 8.2 8.2 8.1 8.0
Leaving the outpatients department 7.2 6.8 6.9 7.1
Overall impression 8.5 8.5 8.6 8.4
Number of recipients 370.0 497.0 474.0 466.0
Table 6: Outpatients Between June and October 2011, a questionnaire was sent to patients who had recently attended an outpatient appointment.
Maternity services

National surveys were used to find out about the experiences of people who receive care and treatment. During the summer of 2015, a questionnatire was sent to all women who gave birth in February 2015 (and January at smaller trusts). Questions were asked about different aspects of teh mother's care and treatment. Based on the responses, each NHS trust was given a score out of 10 for each question (the higher the score the better).[3]

  Medway Foundation
Trust
Maidstone and
Tunbridge Wells
East Kent Hospitals
Foundation Trust
Dartford and
Gravesham
Care during pregnancy 9.2 8.9 8.8
Labour and birth 9.0 8.9 9.0 8.7
Staff during labour and birth 8.8 8.7 8.9 8.6
Care in hospital after the birth 8.3 8.6 7.6 8.2
Feeding the baby during the first few days 8.0 8.4 8.0 7.9
Care at home after birth 8.4 8.6 8.3 8.4
Number of recipients 128.0 202.0 206.0 170.0
Table 7: Maternity services: summary of feedback from maternity experience questionnaire sent to all women who gave birth in February 2015.
Inpatients

Each of the four hospital trusts has been scored around 5 for overall views of care and services, which is quite low considering the measures listed above. Interestingly each hospital's overall experience has scored quite highly.[4]

  Medway Foundation
Trust
Maidstone and
Tunbridge Wells
East Kent Hospitals
Foundation Trust
Dartford and
Gravesham
A&E dept 7.7 8.3 8.1 8.5
Waiting lists and planned admissions 8.8 8.7 8.7 8.4
Waiting to get a bed on a ward 6.1 6.5 7.4 7.1
The hospital and ward 7.3 8.0 7.9 7.8
Doctors 8.2 8.4 8.5 8.5
Nurses 7.3 8.0 7.8 8.0
Care and treatment 7.1 7.7 7.6 7.6
Operations and procedures 8.4 8.4 8.5 8.2
Leaving hospital 6.5 6.9 7.1 6.8
Overall views of care and services 4.8 5.5 5.4 5.1
Overall experience 7.4 8.0 8.0 7.9
Number of recipients 474.0 601.0 551.0 495.0
Inpatients during 2016, a questionnaire was sent to 2,121 recent inpatients across the trusts.

References

[1]   NHS England. GP Patient Survey January-March 2017 2017;
[2]   Care Quality Commission. Outpatient survey June to October 2011 2012;
[3]   Care Quality Commision. Maternity services survey 2015 2015;
[4]   Care Quality Commision. Adult inpatient survey 2016 2016;