Patient experience report 2020/2021 Quarter Three

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Summary of report content

Healthwatch Ealing reports on feedback from the public on health and social care services during Q3 2020/21 (October - December). This report is based on feedback from 1,000 people.

Over three quarters of the feedback was positive, 18% (n.195) negative and 5% neutral.

Feedback for GP services were largely positive, with most patients reporting a good experience. However, further analysis indicated that improvements to the attitudes of staff members must still be made. In addition, patients still found it a struggle to book appointments during this quarter as well as how long they have to wait for the next available appointment, despite the ‘virtual by default’ approach to primary care.

The feedback for Ealing Hospital indicated that, on the whole, patients were satisfied with their overall experience and were happy that the treatment that they received met their needs. Both the quality of treatment and the high standard of staff member's attitudes and behaviours were regularly highlighted as positive aspects of the service

With regard to other services (Dentists, Opticians and Pharmacies etc.), individuals were generally happy with the services that they were provided with. The majority of feedback for these other services suggested that they were sufficient in meeting individuals’ needs, with positive feedback indicating that service users were particularly happy with the level of professionalism and general attitude of members of staff. However, this positive sentiment toward staff members wasn't entirely unanimous and the negative feedback indicated that improvements could be made to the operational management of services as well as how patients’ medication is being handled at pharmacies.

In conjunction with the feedback received for GP services, it is apparent that primary care staff are one of the main sources of negative feedback for the health and social care in Ealing. As stated in the previous report, although further staff training and 'up-skilling' may be a viable option for addressing this feedback, it is likely that the current pandemic and continued pressures on health and social care services have exacerbated these issues.

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General details

Report title 
Patient experience report 2020/2021 Quarter Three
Local Healthwatch 
Healthwatch Ealing
Date of publication 
Tuesday, 20 April, 2021
Date evidence capture began 
Thursday, 1 October, 2020
Date evidence capture finished 
Thursday, 31 December, 2020
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff training

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Community pharmacy
Dentist (non-hospital)
GP practice
Optometry services
Secondary care services 
Inpatient care
Mental health services 
Community mental health team (CMHT)
Social care services 
Hospice services

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff'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? 
Not known

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.