Healthwatch Ealing Patient Experience Report Q3 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, 1214 patient experiences were collected. There were 949 positive reviews, 202 neutral reviews and 63 negative reviews received this quarter.

Themes 

Negative reviews:

• The choices that were available to patients at health services.
• The communication between the patients and the health services.
• The waiting times at health services.
• The availability of appointments at services.
• Ease of booking appointments for patients.

Positive reviews:

• The general interaction between the staff and patients.
• The convenience of patients accessing services.
• The experience of treatment and care for the patients.
• The attitude of the staff that patients interacted with at services.
• Quality of the treatment received and explanation of treatment.