Healthwatch Coventry has been listening to local people for 10 years and are perfectly placed to hear more
When Healthwatch began 10 years ago our role offered a perfect platform for people to share their experiences of health care and social care. Over the years Healthwatch Coventry has heard experiences from over 17,000 people. But we would like this to be many more.
Research shows that we are four times more likely to share our thoughts on a meal at a restaurant or a takeaway at home than to comment on NHS services. There are many examples of customers providing an online review of a meal, a hotel stay, or an online purchase, but no more than 11% of us provide feedback after visiting their doctor, their nurse or another healthcare professional.
Yet, Healthwatch provides an effective route to share experiences of using NHS and social care services. We channel this important feedback to those who make decisions about and run services highlighting themes and stories. Healthwatch independence from NHS and care services offers a way to overcome the common reasons people identify for not sharing feedback: being worried it would harm the quality of their care or not wanting to cause problems for health and care workers.
People are nearly four times more likely to share their thoughts on a dinner out or takeaway than on NHS services.
Over 10 years Healthwatch Coventry has been a successful campaigner and advocate on behalf of local people thanks to all those who have shared their experiences of care with us. Our local volunteers are also key as they regularly give their time to visit places like care homes and conduct research projects. Over 150 people have volunteered with us.
We have looked in depth at many services and carried out outreach to hear from people who are not heard.
We have achieved positive change. For example our substantial survey and visits to understand travel and parking issues at University Hospital Coventry led to changes to car parks and road layouts, more information about buses, a better drop of area and ultimately more car parking space being created.
Several of our pieces of work have looked at information about GP services highlighting how leaflets and websites can be improved and leading to many changes. More recently we highlighted the challenges people experience with GP telephone systems.
We asked local people about using local pharmacies. It transpired that the common perception was that pharmacies dealt with dispensing prescriptions and selling over the counter medication. We were able to facilitate improved information about the role and services available from pharmacies, for example helping to establish a clear information and booking system for blood taking (Phlebotomy).
Dentistry, mental health services, hospital discharge and digital inclusion and exclusion related to accessing NHS services have also been on our work agenda, amongst many other topics.
As we look beyond this 10th anniversary, with NHS and social care services under pressure, Healthwatch is calling on more people to tell us when the NHS are doing a good job and when services can be improved.
Healthwatch Coventry remains ready and committed to continue to be your local health and social care champion. Like the NHS we are there to be by your side when you need us. We have a wealth of understanding accumulated from all the information gathered from local people because we are here to listen to you.
Stuart Linnell MBE
“We have a wealth of understanding accumulated from all the conversations and information gathered from local people because we are here to listen to you”.
