Healthwatch Ealing Patient Experience Report Q3 2021-22

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 2021, 1217 patient experiences were collected. Of these, 876 positive reviews, 123 neutral reviews, and 218 negative reviews were received this quarter.

Themes 

Negative reviews:

• The ease of patients booking appointments, especially through the phones.
• The waiting time patients experienced while accessing services.
• The availability of appointments for patients.

Positive reviews:

• The attitude of staff patients interacted with at services.
• Management of health services by the administration.
• The quality of care patients had this quarter.
• Suitability of provider of the administration of services.
• The experience of patient's treatment this quarter.