04a JSNA Appendix , item 5. PDF 6 MB - Lambeth Council

DRAFT
made to customer services elements would be welcomed and may impact on
perceptions of these services overall.
Residents are also less satisfied with the financial management of the council.
The budget consultation found that only 30% of residents believe that the council
provides good value for money for the council tax they pay and only 17% believe
that Lambeth has good financial management. Satisfaction with these measures
has decreased since 2005 78 . This ties in with the picture painted by the residents’
survey which shows that although Lambeth has maintained its ratings, it
underperforms inner London on five of the six key measures of corporate
performance - Providing good value for money for council tax paid (8 points
lower), doing a good job (8 points lower), being efficient and well run (6 pints
lower), making the area a better place to live (6 points lower) and doing a better
job than one year ago (5 points lower).
Satisfaction with the service offered by the planning service is also decreasing
with satisfaction having dropped ten percentage points between 2003 and 2006.
Six in ten applicants are pleased with the explanation provided for the planning
decision, but 37% believe that the information provided about the progress of
their application has gotten worse, and 46% believe that their application was
dealt with less promptly. These aspects of customer service should be prioritised
for improvement 79 .
The 2007 residents’ survey shows that 61% of Lambeth residents rate local
health services as good or excellent. Research conducted by Lambeth PCT
about GP practices in 2006 80 shows that patients are largely satisfied with and
were complimentary about reception teams, clinicians and the standard of
healthcare that they receive. Patients were less satisfied with the ease of booking
appointments and the length of time they have to wait in the surgery before being
seen (53%), the lowest satisfaction score. Access to a doctor on the phone for
advice remains an issue for many people and has the second lowest level of
satisfaction at 59%. These findings suggest that, across the PCT, patients are
generally less satisfied than they were in 2005, but are in line with 2004 figures.
In 2008 the national survey of local health services surveyed people over the age
of 16 who are registered with a GP. Lambeth is in the best scoring 20% of trusts
for receiving answers from the doctor that patients could understand (scoring
89/100), being kept informed about how long they would have to wait to see a
doctor (34/100), receiving information regarding any potential side effects their
medicine may have (76/100) and receiving copies of letters sent between their
GP and a specialist (62/100). However, Lambeth is in the lowest scoring 20% of
trusts for the length of time patients have to wait to see a doctor (79/100), being
78 Your Lambeth, your money, your opinion. Budget consultation 2008.
79 BVPI Planning Survey 2006.
80 Lambeth PCT General Practice Assessment questionnaire 2006.
Lambeth JSNA – Preliminary assessment
Version 4
October 2008
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