Our Reports Old

In this section we will publish our various reports. Please check individual tabs for information.

Annual Report 2018/19

Healthwatch Waltham Forest is proud to publish its Annual Report for 2018/19.

Annual Report 2016/17

As you can see from the details in this report, this has been another busy year of engagement with people to find out what you think about health and local care services and how they can be improved. There is so much to do!

Annual Report 2015/16

Healthwatch Waltham Forest is proud to publish its Annual Report 2015/16.

Please see below to download a pdf and plain text version. An Easy Read version will be published at a later date.

If you require a ‘hard copy’ or any other formats please do get in touch on 020 3078 9990 or info@healthwatchwalthamforest.co.uk

Annual Report 2014/15

Healthwatch Waltham Forest is proud to publish its Annual Report 2014/15.

Please see below to download a pdf or plain text version.

If you require a ‘hard copy’ or any other formats please do get in touch on 020 3078 9990 or info@healthwatchwalthamforest.co.uk

Acute Admissions Unit (AAU), Whipps Cross Hospital

We visited the AAU on 27th and 28th June 2019.

Frailty Unit (FAU and AAT), Whipps Cross Hospital

We visited the FAU and AAT on 2oth June 2019.

Urgent Care Centre (UCC), Whipps Cross Hospital

We visited the UCC on 27th April, 28th April and 8th May 2019.

Lyncroft House Care Home, 11 December 2018

We visted this provider on 11th December 2018.

Ebony House Care Home, 27 February 2018

We visited this provider on 27th February 2018.

Sage Ward, Whipps Cross Hospital, 31st January 2018

Highcroft Care Home, 16 January 2018

We visted this provider on 16th January 2018.

St. Catherine's Rest Home, 7th November 2017

George Mason Lodge, 24 October 2017

We visted this provider on 24th October 2017.

Rowan Ward, Whipps Cross Hospital, 28th February 2017

Community Phlebotomy (Bloodtesting) Services Oct and Nov 2015

The aim of this programme is to observe the community bloodtesting services in Waltham Forest in action, looking at: accessibility, environment, waiting times, staff, information, results and follow up.

The Deaf Inclusion Project 01.9.2015

Since January 2015, Healthwatch Waltham Forest, along with 12 local Healthwatch organisations and the British Deaf Association (BDA) in North, Central and East London have been working on a project to improve access for disabled patients across NHS Trusts.

The Deaf Inclusion Project, which won two awards at the National Healthwatch Network Awards of Achievement 2015, involved establishing a training programme for deaf Enter & View volunteers, and sharing resources with other local Healthwatch organisations to recruit and train deaf volunteers for mystery shopping.

 The BDA was a key partner in helping to recruit the volunteers. Once trained, the 9 volunteers conducted Enter and View Visits looking at deaf access and pathways through 3 London Emergency Departments; Queen’s Hospital Romford, University College London and Newham Hospital.

This report captures the findings and recommendations from the three visits. The findings from each hospital are presented separately, to ensure ease of access for each trust with summative conclusions and recommendations at the end of the report. Healthwatch Redbridge acted as the lead Healthwatch for all the visits and as a result, this report is published through them.

As part of the project, short films were also produced. These include:

  1. How to make a complaint
  2. What is Enter and View?
  3. What is Mystery Shopping?
  4. Volunteering for Healthwatch
  5. Good Practice in the NHS and Local Authorities
  6. An Enter and View report of three local hospitals

 

For up-to-date information about the project, please visit this link Healthwatch Redbridge.

 

St Francis Care Home, 20.03.2015

We visited this provider on 20 March 2015

The Manor Care Home, 20.03.2015

We visited this provider on 20 March 2015.

The Spinney Care Home, 12.03.2015

We visited this provider on 12 March 2015.

Forest View Care Home, 10.03.2015

We visited this provider on 10 March 2015.

Ross Wyld Care Home, 19.02.2015

Aspray House, 12.02.2015

We visited this provider on 12 February 2015.

Parkview House, 02.09.2014

We visited this provider on 2nd September 2014.

St Catherine's Rest Home, 31.07.2014

We visited this provider on 31st July 2014.

Peartree House Care Home, 31.07.2014

We visited this provider on 31st July 2014.

Almadene Care Home, 21.07.2014

George Mason Lodge, 12.07.14

Mapleton Road, 06.07.2014

We visited this provider on 6th July 2014.

Highcroft Care Home, 24.06.2014

GP Patient Experience Q4 2019 (1.4.19 to 31.3.20)

GP Patient Experience Q3 2019 (1.1.19 to 31.12.19)

GP Patient Experience, Q2 2019

GP Patient Experience, Q4 2018

GP Patient Experience, Q3 2018

GP Patient Experience, Q2 2018

GP Patient Experience, Q1 2018

GP patient experience - quarterly trends analysis reports, June 2017

As part of our core work, we acquire patient feedback about local GP services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the reports below.

Other Downloads

 

GP Patient Experience (Chingford)
GP Patient Experience (Leyton/Leytonstone)
GP Patient Experience (Walthamstow)

GP patient experience - quarterly trends analysis reports, March 2017

As part of our core work, we acquire patient feedback about local GP services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the reports below.

Other Downloads

GP Patient Experience (Chingford) GP Patient Experience (Leyton/Leytonstone) GP Patient Experience (Walthamstow)

GP patient experience - quarterly trends analysis reports, November 2016

As part of our core work, we acquire patient feedback about local GP services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the reports below.

GP patient experience - quarterly trends analysis reports, August 2016

As part of our core work, we acquire patient feedback about local GP services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the reports below.

GP patient experience - quarterly trends analysis reports, May 2016

As part of our core work, we acquire patient feedback about local GP services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the reports below.

 

GP patient experience - quarterly trends analysis reports, May 2016

As part of our core work, we acquire patient feedback about local GP services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the reports below.

GP patient experience - quarterly trends analysis reports, Dec 2015

As part of our core work, we acquire patient feedback about local GP services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the reports below.

 

GP patient experience - quarterly trends analysis reports, Sep 2015

As part of our core work, we acquire patient feedback about local GP services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the reports below.

GP patient experience - quarterly trends analysis reports, Jun 2015

GP patient experience - quarterly trends analysis reports, Mar 2015

Hampton Medical Practice Report, Apr 2015

This report is the summary of the comments made by patients we met over a period of six weeks at the Hampton Medical Practice. This was part of a wider project which involved Healthwatch representatives visiting four surgeries in Walthamstow and Leytonstone to find out what patients think works well and what could be improved. Hampton Medical practice is well regarded by most of the patients we spoke to: 78% of patient would recommend it to family or friends. We spoke to 84 patients.

For more information, please download the full report below:

Harrow Road Surgery Report, Apr 2015

This report is a summary of the comments made by patients we met over a period of six weeks at Harrow Road Surgery. This was part of a wider project which involved Healthwatch representative visiting four surgeries in Walthamstow and Leytonstone to find out what patients think works well at their GP surgery and what could be improved.

At Harrow Road Surgery, we spoke with 90 patients over the six weeks. They made 99 comments about what works well at the surgery and 108 comments about aspects that could be improved.

For more information, please download the full report below:

St James Medical Practice Report, Apr 2015

This report is a summary of the comments made by patients we met over a period of six weeks at the St James Medical Practice. This was part of a wider project visiting four surgeries in Walthamstow and Leytonstone to find out what patients think works well at their GP surgery and what could be improved. At St James Medical Practice we spoke to 159 patients using the surgery over the six weeks. They mentioned 110 positive aspects of the service at the St James Medical Practice and 185 aspects that could be improved. These were issues familiar to us from previous work on GP access: patients want to be able to see their GP when they need to, have a minimal wait at their appointment and receive good care from their GP.

For more information, please download the full report below:

The Bailey Medical Practice Report, Apr 2015

This report is the summary of the comments made by patients we met over a period of six weeks at The Bailey Practice. This was part of a wider project which involved Healthwatch staff and volunteers visiting four surgeries in Walthamstow and Leytonstone to find out what patients think works well at their GP surgery and what could be improved.

For more information, please download the full report below:

General Health and Social Care Services Q4 2019

General Health and Social Care Services Q3 2019

Primary Care Patient Experience Study 2019

This report examines the experience of local primary care, with a focus on GP services, mental health, diabetes and respiratory disease.

General Health and Social Care Services Q2 2019

This report examines the experience of health and social care services in Waltham Forest.

General Health and Social Care Services, Q1 2019

This report examines the experience of health and social care services in Waltham Forest.

General Health and Social Care Services, Q4 2018

This report examines the experience of health and social care services in Waltham Forest.

Social Care Services Analysis, 2014-15

As part of our core work, we acquire patient feedback about local Social services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the report below.

Community (Health and Mental Health) Services Analysis, 2014-15

As part of our core work, we acquire patient feedback about local Community Health services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the reports below.

annex_4_-_district_nursing_and_health_visiting annex_3_-_mental_health annex_2_-_phlebotomy annex_1_-_learning_disabilities_and_autism

Dental Services Analysis - 2013-15

As part of our core work, we acquire patient feedback about local Dental services.

This data, from a variety of sources, is analysed by the Healthwatch Waltham Forest team, with key findings published in the report below.

Primary Care Patient Experience Study 2019

This report examines the experience of local primary care, with a focus on GP services, mental health, diabetes and respiratory disease.

CQC- GP EOP Report

The Care Quality Commission (CQC) is the independent regulator of health and adult social care in England. They are responsible for monitoring and inspecting services to ensure they are providing care that is safe, effective, caring, responsive to people’s needs and well-led. This includes all NHS services, hospitals, GP practices, dentists, independent providers, care homes and domiciliary care agencies.

Attached is the latest publication of their report ‘The state of care in general practice 2014 to 2017‘ this gives the most detailed analysis yet of the quality and safety of general medical practice in England.

 

Annual Event - The Power of People 2016

Read the report from the event, including key principles for good public engagement in Waltham Forest!

Our Annual Event was very well attended by over 80 local residents, voluntary and community organisations, service user representatives and health and social care professionals.

We would like to thank our volunteers, board members and staff who helped make this event a success, and are very happy to have received a lot of positive feedback from attendants!

GP answerphone and website mystery shopping 2015-2016

We carried out Mystery Shopping of Waltham Forest GP practices’ answerphones and websites from December 2015 to September 2016. We wanted to know if they were correctly advising people how to seek treatment and make appointments when the surgery was closed.

We were particularly interested in whether information had been adapted to local service changes, such as the new Extended hour GP surgeries. We also wanted to see whether websites were easily accessible.

3 key recommendations were made on how local GP’s answerphones and websites can be improved to provide the public with helpful and up to date information.

1. CCG should issue guidelines for GP Answer machine messages.

2. All GPs should be regularly updated about local changes.

3. GPs should comply with the Accessible Information Standard.

Small Grants Project Summary Report

Small Grant Projects: Findings from Community Involvement Events on Health and Social Care issues

In November 2016 we invited applications from voluntary organisations and community groups based in Waltham Forest who were interested in running involvement activities with their community. The purpose was to engage local organisations and support them to run projects which would help them get to know their service users better, understand their health & social care priority areas, and ensure the voices of their community can be heard. We were looking to empower community groups to work with their service users and explore their own key topics within health and social care. 

East London Out project, the Disability Resource Centre, Significant Seams, and Waltham Forest Carer’s Association ran engagment projects and submitted reports.

We have written up a summary of their findings and recommendations.

Talking to Looked After Children and Care Leavers; health services and transition

The purpose of this piece of work is to capture the voice of the Looked After Children (LAC) and Care Leavers in Waltham Forest to ensure that Waltham Forest Clinical Commissioning Group (CCG), in redesigning services, obtains the right provision of health services that are responsive to their needs, aspirations and preferences.

With special thanks to the young people who shared their experiences with us and the partners and colleagues who helped recruit participants.

People’s Experiences of Primary Care 2015

The Healthwatch network spoke to over 11,000 people about their experiences of primary care and found that, while people are generally very happy with the quality of their care, many people face a number of common problems accessing GP services. To get a deeper understanding of people’s experiences, we spoke to a number of patient groups, including people who are Deaf and hard-of-hearing, migrants, students, mothers of young children and over-65s.

Of the seven focus groups, two were hosted by Healthwatch Waltham Forest, one for our Deaf residents and one for Pakistani Women’s Community. You can read the summary and the full report below.

Talking to children, young people and parents, November 2015

From January – May 2015 Healthwatch researchers Berni Graham and Rehana Malik carried out interviews and focus groups capturing the views of children, young people and parents from across the borough. With a particular focus on those from minority groups, and within that people from Eastern Europe, we spoke to 362 people in total. Twenty-six focus groups and three interviews with parents, children and young people took place. In addition we met with a range of health and social care professionals whose views are also featured in the report below. 

Annual Event: Caring About Care Homes Oct 2015

On 6 October 2015, Healthwatch Waltham Forest held its 2nd annual event, ‘Caring About Care Homes at the Waltham Forest Assembly Hall. This report covers some of the key points that were discussed at the event, including our work with care homes in the borough, the key learning from the group workshops. The report also includes the event evaluation.

To provide accessibility to the deaf and hard of hearing community, there were speech-to-text report (STTR) writers available to annotate what was said onto a projector screen for the audience to read. Most of the notes below are taken from this transcript. Whilst they may not be grammatically correct, they will give you an insight into the discussions that took place.

Talking with the homeless community in Waltham Forest, June 2015

During 2014 Healthwatch Waltham Forest worked with two local organisations – Turning Point and PL84U-Al Suffa – to better understand some of the health and social care issues faced by their client groups. Together we decided to explore these issues in more detail by bringing together services users from the homeless community in a series of focus groups. Two focus groups took place, one at PL84U-Al Suffa lunch club on Monday 20th April 2015, and a second at Turning Point in Beulah Road on Wednesday 22nd April 2015. In total 50 people attended and spoke to us about GP Access, A&E at Whipps Cross Hospital, Mental Health services at Whipps Cross and in the community, Ambulance services, Pharmacies, Opticians and Dentists. The report below details the discussions that took place in those focus groups, and includes a list of suggested improvements for commissioners and providers to consider.

Young People Sexual Health Services Report, Jan 2015

On 7th January 2015 seven young people took part in a discussion with the Local Authority Public Health team around proposals for a young people specific sexual health service in the borough. This report is a write up of those discussions, reflecting the comments and views expressed by young people on that day.

Healthwatch Waltham Forest worked with the boroughs Young Advisers and Youth Independent Advisory Group to bring people together for that discussion.

The purpose of the session was to build on previous engagement of young people in sexual health commissioning, explore thoughts and views around some specifics of the proposed service, and gain information which could help feed into service specification documentation and the overall commissioning process.

GP services fit for the future, October 2014

This report reflects the discussions that took place at our GP services fit for the future event. It highlights issues such as those concerning service accessibility; information and communication; patient involvement; joined-up services; and complaints mechanisms (to name a few), and it also goes on to present features for ‘ideal GP services’ of the future in Waltham Forest.

Experience of stroke patients in Waltham Forest, September 2014

The Stroke Association and Healthwatch Waltham Forest co-hosted a focus group on Friday 26th September 2014, to record stroke survivors’ views on their experiences of health and social care services as a whole.

The event was attended by around 15 service users and carers, plus stroke nurses from Whipps Cross Hospital (Barts Health).

From the comments recorded, 185 issues have been identified.

This report identifies clear trends and offers suggestions on what could and should be improved, what is failing, and what is working well.

Talking to the parents/carers of children with disabilities and SEN, July 2014

This report is a summary of the discussion with parent carers over three meetings in the spring of 2014 and focuses upon children and young people with disabilities or Special Education Needs (SEN).

The parent carers discussed their experiences and concerns about health and social care provision in the London Borough of Waltham Forest (LBWF) and elsewhere in London and the South East. Key themes emerged in the discussions, from which these 19 recommendations for change and improvement in how health and social care services interact with parent carers and their children were identified.

Deaf and hard of hearing service user experience, June 2014

The discussion that took place at our deaf and hard of hearing focus group, highlighted issues that Healthwatch Waltham Forest has heard from other borough residents; the difficulty in getting a GP appointment, limited time with the GP, waiting times at the hospital and a lack of continuity in social care services for example. These are common issues, but for deaf and hard of hearing people they are exacerbated by the difficulty of communicating with staff and accessing services generally lacking in deaf awareness.

As attendees confirmed, these difficulties can put deaf people off from visiting their GP or using other health and social care services and, as the SignHealth report (identified below) shows, lead to poorer health in the long term.

Experience of Homecare Services, April 2014

In Waltham Forest the council contracts domiciliary care from a list of 29 home care providers, not all of whom are currently used, and they intend to switch to a different model in 2015. This research project came about due to comments we received about homecare locally and the need to ensure that the patient voice is heard when change is implemented.

With the switch to a new model in mind Healthwatch was keen to gather opinion and experience of the current service so that when the council makes decisions about the new model of home care from 2015, what service users think about the service, their experiences, concerns and expectations, can be central to the decision making process.

The future of pharmacy services, April 2014

Healthwatch and the NELPPP (North-East London Public Pharmacy Partnership) held a joint consultation event at Vestry House Museum, Walthamstow on 6th February 2014 as part of NHS England’s Call to Action to look at the future potential role of pharmacy services in healthcare provision. The event also took the opportunity to introduce people to the Waltham Forest Pharmaceutical Needs Assessment (PNA), currently in production, and sought early comments on some of the topics discussed within it.

Close to fifty people attended and fed into the discussions. The information below is a write up of the discussions and comments received, which in turn have been used to identify some potential recommendations for the commissioner, provider organisations, and a wider variety of partners and stakeholders within the health and social care sector.

Pop-up shop report, Apr 2014

From Tuesday 25th March to Wednesday 2nd April we had use of a Pop-up shop in Hoe street, Walthamstow. We really enjoyed being shopkeepers for a week or so and the pop-up was a great opportunity to raise aware- ness about our work.
It was good to meet so many local people and talk to them about health and social care in the borough; we met familiar faces and new ones, young an

Accessing GP services in Waltham Forest, Dec 2013

The issue of GP access in the borough was brought to the attention of Healthwatch Waltham Forest by individuals and voluntary sector professionals during the months prior to our official establishment in April 2013. In talking further with partners we understood the Health, Adults and Older People (HAOP) Scrutiny Sub-Committee to be undertaking a review of GP services in Waltham Forest.

Working in partnership with Scrutiny, Healthwatch made the decision to further investigate issues around GP access across the borough and in doing so we conducted a survey during July and August 2013. This report includes the findings from that survey.

Whipps Cross University Hospital Q4 2019

This report examines the experience of Whipps Cross University Hospital.

Whipps Cross University Hospital, Q3 2019

This report examines the experience of Whipps Cross University Hospital.

Whipps Cross University Hospital, Q2 2019

This report examines the experience of Whipps Cross University Hospital.

Whipps Cross University Hospital, Q1 2019

This report examines the experience of Whipps Cross University Hospital.

Whipps Cross University Hospital, Q4 2018

This report examines the experience of Whipps Cross University Hospital.

Whipps Cross University Hospital, Q3 2018

This report examines the experience of Whipps Cross University Hospital.

The latest report suggests that:

On overall experience, sentiment is 5% above (better than) the East London average.
On communication, involvement and support, sentiment is 9% above (better than) the East London average.
On quality and empathy, sentiment is 1% below (worse than) the East London average.
On service access sentiment corresponds with the East London average.

Recent research on waiting times suggests sentiment at Whipps Cross is 2% above (better than) the East/West London average.

Also includes Annex 1 – Waiting Times

Whipps Cross University Hospital, Q2 2018

This report examines the experience of Whipps Cross University Hospital.

Whipps Cross University Hospital, Q1 2018

This report examines the experience of Whipps Cross University Hospital.

Barts Health NHS Trust 2018

This report compares the experience of Barts Health NHS Trust Hospitals.

A&E Whipps Cross University Hospital - trends analysis report 2015-16

Healthwatch Waltham Forest has analysed the experience of A&E services at Whipps Cross University Hospital bteween 01.07.2015 – 31.10.2016.

Whipps Cross Hospital Outpatients Findings September to December 2015

We visited the various outpatients clinics in Whipps Cross Hospital every week for three months. This report summarises the findings. The Appendices are available on request. Thanks go to the volunteers for giving thier time to talk to hundreds of patients and to Whipps Cross Hospital staff for hosting us.

If you would like to volunteer with us on future outreach work or have any comments about the report please email info@healthwatchwalthamforest.co.uk or call us on 0208 0789990

Whipps Cross University Hospital Analysis, 2014-15

As part of our core work, we acquire patient feedback about our local hospital, Whipps Cross.

This data, from a variety of sources (including provider complaints reports), is analysed by the Healthwatch Waltham Forest team, with key findings published in the report below.

Emergency and Urgent Care Centre (A&E) Survey Report, February 2015

For one week, from 27 October 2014 – 1 November 2014 (this was also half term week) Healthwatch Waltham Forest attended Whipps Cross Hospital Emergency and Urgent Care Centre (EUCC) to undertake surveys with patients in the waiting area. The purpose of this piece of work was to:

  • Test out preconceptions and myths around why people. and young people in particular, attend hospital for treatment.
  • Understand peoples healthcare journeys in getting to the hospital ie their patient journey or pathway.
  • Obtain patient experience and behaviour information to feed into patient education schemes, service advertising and promotion, and service design.
  • Obtain patient experience and behaviour information to feed into the developing Waltham Forest Urgent Care Strategy, Urgent Care procurement workstream and the wider Urgent Care Partnership Board business, ensuring patient experience and the ‘patient voice’ is heard.

This work was carried out with the support of Waltham Forest Young Advisers (YA) and Youth Independent Advisory Group (IAG).

 

A&E Survey Report – Children and Young People

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