Healthwatch Bucks Statistics for 2013-14
Number of contacts to Healthwatch Bucks and CAB
Healthwatch operates an information helpline to give people the opportunity to contact us for
advice and signposting as well as raising concerns. We log people’s experiences to help identify
common issues we can action and to discover problem trends in the Health and Social Care in
Buckinghamshire.
Our information line is staffed by people from the Citizens Advice bureau in High Wycombe and as
part of our relationship with CAB we have access to their information systems to identify issues in
calls to the CAB in Buckinghamshire where people have raised issues relating to the Health and
Social Care systems.
In 2013 – 2014 we recorded 636 contacts from people either by telephone or email. Below is a chart
of the total number of contacts and the subject areas they related to.
Total Contacts
Healthwatch Children Services
1%
Healthwatch - Other
Services
1%
Healthwatch Social Care
Services
4%
Discrimination
0%
Hospital Servicce
Not applicable
(Non MH)
Hospital Service 6%
9%
Mental Health
3%
Other Health &
Community Services
15%
Residential Care
15%
Community Care
(Non MH)
14%
Healthwatch Hospital Services
3%
Healthwatch
General
6%
NHS Costs/Charges
6%
Dentist
3%
Community Care Mental Health
8%
GP
5%
Split of Healthwatch Bucks Contacts and CAB contacts
Healthwatch Bucks Contacts
Healthwatch Hospital Services
8%
Not applicable
17%
Healthwatch General
18%
Healthwatch - Social
Care Services
10%
Other Health &
Community Services
41%
Healthwatch - Healthwatch - Other
Children Services
Services
2%
4%
NHS Costs/Charges
9%
Dentist
5%
CAB Contacts
Discrimination
1%
Hospital Servicce
(Non MH)
15%
Hospital Service Mental Health
4%
GP's
8%
Community Care Mental Health
13%
Community Care
(Non MH)
22%
Residential Care
23%
Numbers of contacts per month
70
60
50
40
CAB
30
Healthwatch
20
10
0
Top 5 issues raised
1. Residential Care
Residential/nursing home charges
Availability of care/treatment
2. Community Care (non-Mental Health)
Availability of care/treatment
Charges & payments
3. Hospital Services (non-Mental Health)
Complaints
Quality: diagnosis/care/treatment
4. Community Care - Mental Health
Availability of care/treatment
Liaison with other agencies
5. NHS costs/charges
NHS Low Income Scheme
NHS Dental charges
Patient Opinion stories
To assist us with capturing people stories Healthwatch Bucks has partnered with Patient Opinion,
the UK's leading independent non-profit feedback platform for health services. It enables people to
share their story or experiences of using the Health and Social Care system.
A copy of the story is sent from Patient Opinion moderators to the staff or group involved in the
service who may reply to the person direct or may their issue may help promote a change to the
services offered.
We introduced the Patient Opinion survey in September 2013 on our website so people could easily
access the service via our Speak Out tab. In the past year 167 stories from people in
Buckinghamshire have been posted to Patient Opinion. The numbers of stories posted was evenly
split between Aylesbury Vale CCG (84) and Chiltern CCG (83)
Of the 167 stories posted:
84 were about Stoke Mandeville Hospital of which 74% were positive.
63 were about High Wycombe Hospital of which 81% were positive.
Healthwatch Bucks Website Statistics
Our website was launched last April and below are statistics about the numbers of visitors and the
most popular pages. Over the year we had 3090 visitors which was split 48% new and 52% returning
visitors. On average people spent nearly 5 minutes per session viewing on average just over 4 pages
per session. In total there were 27 092 page views.
The average bounce rate was nearly 36% which is low for a website indicating the user has found
site they were looking for. The “bounce rate” is where people land on a page and leave after viewing
the page.
Below we have listed the most popular pages that people have viewed
Social Media
Twitter
Our twitter account was launched in July 2013 and since then we have attracted 582 Followers and
are following 139 other twitter users.
Facebook
We are currently reviewing the development of our use of our Facebook page
News letter
In February this year we changed the format of our newsletter to an ebulletin format to allow
people ti interact with our articles and news items. At present we have 1339 people on our mailing
list and an average opening rate of 26% per issue.