Healthwatch Ealing Patient Experience Report Q3 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 October - December 2023, 916 patient experiences were collected. Of these, 700 positive reviews, 119 neutral reviews, and 48 negative reviews were received this quarter.
Themes
Negative reviews:
- Patient choice.
- Getting through on the telephone
- Waiting times
- The availability of appointments for patients.
- Staff Attitudes - Administrative Staff
Positive reviews:
- The quality of staff
- The quality of treatment
- Staff attitudes
- Communication with patients
- The support patients received from the services they accessed.
