Healthwatch Ealing Patient Experience Report Q2 2023-24

Report - 9 January 2024

The information presented within this report reflects the individual patient experience of health and social care services, untainted and without agenda to ensure that the genuine observations and commentaries of the community are captured. Healthwatch Ealing presents this as factual information to be considered and utilised to improve service provision and highlight areas of good practice.

 

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 July - September 2023, 1327 patient experiences were collected. Of these, 950 positive reviews, 250 neutral reviews, and 80 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.
  • Staff Attitudes - Administrative Staff

Positive reviews:

  • The quality of staff 
  • The quality of treatment
  • Communication with patients
  • The support patients received from the services they accessed. 

Downloads

Download the report with the link below. 

File download
Download (PDF 1.45 MB)

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