Healthwatch Ealing Patient Experience Report Q2 2018-19

Report - 30 October 2018

The information presented within this report reflects the individual patient experience of health and social care services, untainted and without agenda to ensure that the genuine observations and commentaries of the community are captured. Healthwatch Ealing presents this as factual information to be considered and utilised to improve service provision and highlight areas of good practice.

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, 1231 patient experiences were collected. There were 932 positive reviews and 299 negative reviews received this quarter.

Themes 

Negative reviews:

  • Access issues for outpatient hospital services, including waiting times whilst at the service and long waiting for appointment.
  • Access issues for GP services including waiting times and getting through the receptionist.
  • Access issues for Community Health services and long waiting for appointment.
  • Access issue for Mental Health, including lack of services available to them, long waiting for care coordinator.

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.
  • Quality of staff and staff attitude at Mental Health services.
  • Quality treatment and care received at Mental Health services

Download Report

If you need this document in an alternative format please contact info@healthwatchealing.org.uk or call 02038860830.

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