Black, Asian and Minority Ethnic Patient Experience Report- Hospitals

Data collection:

• Through Zoom engagement sessions and from various online platforms (due to the impact of COVID-19 pandemic).
• 1007 respondents feedback received

We collected Patient Experiences in the following six London boroughs:

• Healthwatch Bromley
• Healthwatch Ealing
• Healthwatch Hammersmith & Fulham
• Healthwatch Hounslow
• Healthwatch Lewisham
• Healthwatch Waltham Forest

Explaining the data:

• We use an informatics system on our website and collect patient experience data through the digital feedback centre.
• The informatics system captures feedback by asking for an overall rating of the service between 1-5 (which represents very bad to very good).
• There is an option for patients to comment on their experience.
• Patients are also asked to complete a Diversity monitoring form.

Key findings:

• Healthwatch Lewisham received the highest number of BAME patient participation
• Healthwatch Waltham Forest received the fewest number of BAME patient participation
• Overall, 4-star ratings were achieved by each ethnic group.
• 83% of people from the White Ethnic Group rate positively (4 or 5 stars) compared to 74% of people from BAME groups.
• Asian ethnic group scored 4.5 stars in Lewisham and 3.75 stars in Hammersmith & Fulham.
• The Mixed/Multiple Ethnic Group rated highest in Hounslow and lowest in Lewisham.

Themes:

• ‘Waiting times’ received the lowest star ratings by all the ethnic groups as well as the highest levels of variance of ratings by different ethnic groups.
• ‘Ease of getting through the phone’ received lowest star ratings by patients from White ethnic backgrounds
• ‘Staff’  gained the highest positive rating from 72% by BAME respondents
• ‘Communications’ has received the lowest positive responses from 9% BAME respondents
• ‘Quality of care/ treatment’ received 80% of positive responses from White respondents
• ‘Appointments’ has received lowest positive responses from 45% White respondents.