Healthwatch Ealing Patient Experience Report Q4 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

In this quarter, covering January - March 2020, 891 patient experiences were collected. Of these, 676 positive reviews, 160 neutral reviews, and 55 negative reviews were received this quarter.

Themes 

Negative reviews:

• Ease of booking appointments for patients.
• The length of waiting times at health services.
• The availability of appointments at services.
• The cleanliness of facilities and surroundings.
• The general communication between the services and patients.

Positive reviews:

• The attitudes of the staff towards patients at services.
• The experience of treatment and care for the patients.
• Management of the services by the administration.
• The suitability of organisations providing health services.