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 currentlytly 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.


North east London (1 January – 31 December 2023)

North east London (1 January 2022 – 31 December 2023)

Barking and Dagenham, Havering and Redbridge (1 January – 31 December 2023)

City and Hackney (1 January – 31 December 2023)

The experience of GP services in City and Hackney by Primary care Network

Hackney (1 October – 31 December 2023)

Redbridge (1 January – 31 December 2023)

The experience of GP services in Redbridge by Primary Care Network

Tower Hamlet, Newham and Waltham Forest (1 January – 31 December 2023)

Tower Hamlets (1 January – 31 December 2023)

The experience of GP services in Tower Hamlets by Primary Care Network

Waltham Forest (1 January – 31 December 2023)

BARTS Health NHS Trust (1 January – 31 December 2023)

Barking, Havering and Redbridge University Hospitals (1 January – 31 December 2023)

Homerton University Hospital (1 January – 31 December 2023)

UPDATED: 24/02/2023