Healthwatch Ealing Patient Experience Report Q1 2023-24

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, covering April - June 2023, 1294 patient experiences were collected. Of these, 939 positive reviews, 257 neutral reviews, and 98 negative reviews were received this quarter.

Themes 

Negative reviews:

• Patient choice.
• Patients experience booking appointments, especially through the phone.
• The availability of appointments for patients.
• The staffing levels at facilities. 

Positive reviews:

• The quality of staff 
• The attitudes of the staff patients interact with at health services.
• The quality of care patients had this quarter.
• The support patients received from the services they accessed.