Healthwatch Ealing Patient Experience Report Q1 2018-19

One of our main roles is to gather patient views and experiences from residents. Without knowing what you think of health and social care services we cannot speak up for you! Our online feedback centre allows people to tell us about their experiences of care in our borough. Whilst people can visit our website and provide this feedback independently, our system is backed up by a Patient Experience Officer.

Our Patient Experience Officer and team of volunteers work out in the community everyday, talking to patients and their relatives about experiences of care. This data is input into our feedback centre and reported on quarterly. Having people out in the community everyday helps us understand which services are working well and where improvements are needed. We identify services to watch and themes and trends. This then helps us to work with Ealing Clinical Commissioning Group (CCG) and Ealing Council in order to share and celebrate good practice, and focus on where improvements are needed.

Key Information

This quarter, 1241 patient experiences were collected. There were 931 positive reviews and 310 negative reviews received this quarter.

Themes 

Negative reviews:

• Access issues for outpatient hospital services, including waiting times whilst at the service and appointment cancellation.
• Access issues for GP services including waiting times.
• Access issues for Community Health Services.

Positive reviews:

• Quality treatment and care received at outpatient hospital services.
• Quality of staff and staff attitude at hospital outpatient services.
• Quality treatment and care at GP services.
• Quality of staff and staff attitude at GP services.
• Quality of staff and staff attitude at Community Health services.