Healthwatch and Community Insights

NHS NEL has been working with the eight Local Healthwatch over the past two years to build a Community Insights System (CIS) that provides insights on residents’ experience of health and care services across the partnership. 

The CIS brings together data from a wide range of sources including: NHS Choices, Patient Opinion and Google Reviews; Healthwatch surveys, website feedback, enter and views and outreach; provider feedback such as Covid surveys, PALS and complaints data, thank you cards and compliments, community insight projects and engagement; voluntary and community sector projects and user feedback. 

The CIS coding matrix is able to unify the data giving us an indication of:

  • general satisfaction; or satisfaction regarding access, communications, attitudes etc and can identify issues that require deeper analysis.
  • differences between PCNs, PBPs and providers, across the full range of services
  • it shows trends across clinical and integrated care pathways, plus wider community settings
  • the views of people with different medical conditions and demographics – age, ethnicity, disability, other equality characteristics and wider determinants
  • changes over time so we can monitor service and other interventions.

The CIS currently holds 112,358 comments from local residents, that equates to 387,541 separately coded issues that we are able to use to rapidly generate reports.   

Sitting underneath the quantitative trends data is a wealth of qualitative data that can be analysed to understand more fully the reasons underpinning resident experience and groups effected. We are able to follow qualitative trends graphs through to specific resident quotes to provide detailed evidence of what is going on, close to real-time.


1 April 2023 – 31 March 2024

Homerton University Hospital

    UPDATED: 24/02/2023