Patient experience report 2017

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Summary of report content

Healthwatch Ealing collated 661 patient experiences of health services in Ealing, in the period between July to September 2017. The work was done as part of Healthwatch Ealing’s engagement work and digital feedback centre. The report highlighted that 78% of the experiences received were positive, and 22% were negative. The comments received were mainly about GP surgeries, followed by hospital care and other services. Most positive experiences recorded were around care and treatment, and overall patient satisfaction were about staff attitude and customer service at hospital services. However, access to hospital services waiting times were a key issue raised. A mixed picture around access to service and waiting times for GP services with both positive and negative comments on this topic. Overall high patient satisfaction with staff attitude and customer service within general practice, however there were some issues and room for consistency and improvement. Also, high patient satisfaction with care and treatment was found, with some potential issues in individual cases of care within general practice. There was a specific mention of reviews being received from Central Acton, North Southall and the South North localities. One patient said, ‘‘I am still waiting for the doctor right now and I have been waiting for a while now. I have been referred to the hospital and still waiting for my treatment, which was 4 months wait, since June and my visit will be in October. When I call, they never answer the phone”. The report did not mention any recommendations.

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General details

Report title 
Patient experience report 2017
Local Healthwatch 
Healthwatch Ealing
Date of publication 
Monday, 27 November, 2017
Date evidence capture began 
Saturday, 1 July, 2017
Date evidence capture finished 
Saturday, 30 September, 2017
Type of report 
Patient experience
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Quality of care
Staff attitudes
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Visit to provider

Details of health and care services included in the report

Primary care services 
GP practice
Secondary care services 

Details of people who shared their views

Number of people who shared their views 
Age group 
Does the information include staff's views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.