Patient Experience Report 2017

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Summary of report content

This report by Healthwatch Hounslow reflects the individual patient experience of health and social care services, with factual information that can be considered and utilised to improve service provision or highlight areas of good practice. The number of patient reviews received for this quarter from April to June 2017, was 1289 which was a 26% increase from the last quarter, and an increase of reviews from services in Feltham Locality area was also recorded. The patient reviews are based on a star rating and verbal/written feedback. This quarter recorded 895 positive and 394 negative responses, with the help of the digital feedback centre. The categories with the highest number of reviews recorded were the GPs, followed by the Hospital. This quarter had seen higher number of Dentist and Pharmacy reviews compared to the previous quarters. West Middlesex University Hospital: “The triage nurse bit and the overall organisation is dreadful. There is no confidentiality when you speak to them and then there is people queuing all over the place.” “I use the outpatient services at the hospital. They are very good, kind and caring. The waiting time for a referral to the service wasn’t too long, it was about 2 weeks. The waiting time is definitely not too long. They explain the treatment I’m getting well. They are always polite, considerate of what I think and how I feel about the treatment.”

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General details

Report title 
Patient Experience Report 2017
Local Healthwatch 
Healthwatch Hounslow
Date of publication 
Thursday, 7 September, 2017
Date evidence capture began 
Monday, 3 April, 2017
Date evidence capture finished 
Thursday, 22 June, 2017
Type of report 
Key themes 
Quality of care
Quality of staffing
Other information of note about this report 
Good Practice
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? 
Website Feedback

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
GP practice
Optometry services
Secondary care services 
Acute services with overnight beds
Social care services 
Adult social care

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Not known
Does the information include other people's views? 
What was the main sentiment of the people who shared their 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.