Healthwatch Ealing Patient Experience Report Q1 2019-20

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, 682 patient experiences were collected. There were 526 positive reviews, 111 neutral reviews and 45 negative reviews received this quarter.

Themes 

Negative reviews:

• Too long waiting times at services
• Appointment availability at services
• Ease of booking appointments 
• The lack of communication between the services and patients

Positive reviews:

• The attitudes of the staff when patients use services
• Management by the administration of health services
• The positive experiences of patients
• Quality of the treatment received