Annual Report 2017-18

Highlights from 2017-18

• This year we’ve reached over 100 people on social media.
• Our 58 volunteers help us with everything
  from patient engagement to visiting health and social care services as part of our Enter and View programme.
• We've visited over 60 local services.
• We have spoken to over 2642 patients as
  part of our patient experience programme.
• We’ve spoken to over 2000 people as part of our GP access work.
• We’ve given over 1500 people information and advice.

Patient Experience Findings

• So far, we have produced three Patient Experience Reports.
• Out of a total of 661 patient experiences
  received, 518 (78%) were positive and 143
  (22%) were negative experiences of service provision in the borough of Ealing.
• Overall, positive patient experiences far
  outweigh negative patient experiences.

Enter and View Findings

• Healthwatch Ealing conducted 13 Enter and View visits between April 2017 and March 2018.

• Recommendations made included hiring a dedicated activity co-ordinator whose time is ring-fenced i.e. is not providing care to residents, implementing a ‘protected drinks time’ where all residents are offered a varied menu of hot and cold drinks (based on the findings of the iHydrate
  report), and reviewing the feedback and inputting mechanisms for residents to ensure that they have a voice in the home.

Our plans for next year

• Publishing our mystery shopper reports and following through on recommendations made.
• Focusing on increasing feedback from people using social care services.
• Visiting health services (e.g. GP surgeries) as part of the Enter and View programme.
• Partnering with organisations to increase
  feedback from Community Health Service.
• Focusing on increasing feedback from people using mental health services.