Healthwatch Ealing Patient Experience Report Q3 2020-21

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 October - December 2020, 1088 patient experiences were collected. Of these, 839 positive reviews, 54 neutral reviews, and 195 negative reviews were received this quarter.

Themes 

Negative reviews:

• The waiting time patients experienced while accessing services.
• The attitude of staff patients interacted with at services.
• The suitability of providers for services patients accessed.
• The availability of appointments for patients.

Positive reviews:

• The attitude of staff at health services patients visited.
• The quality of treatment patients had this quarter.
• Information and advice patients have received during this period.
• The experience of care patients received this quarter.