Patient experience report 2020/2021 Quarter Two

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Summary of report content

Healthwatch Ealing reports on the patient feedback it gathered during Q2 2020/2021 (July to September).  During this period it gathered 1,000 reviews for health and social care services in Ealing.

Overall, the distribution of positive (76%), neutral (6%), and negative (18%) reviews indicates that the majority of individuals were happy with the services that they used during this time.

The key findings from GP service feedback were largely positive with most patients reporting a good experience. However, analysis indicates that there are still significant improvements to be made in the attitudes of members of staff and whether they are suitable to carry out the task that is being asked of them (administrative staff included). In addition, patients still found it a struggle to book appointments during this quarter, despite the ‘virtual by default’ approach to primary care. These findings may contribute to the lack of support some patients reported during this quarter, however, given the context of the COVID-19 pandemic these findings must be interpreted with caution.

The key findings from the feedback for Ealing Hospital were that patients were happy with the level of treatment and care that they received with a particular focus on the professionalism of staff and their overall attitudes and behaviour. Reviews indicated that there are still some improvements to be made regarding the amount of time that individuals have to wait for their appointment while they are at the hospital, however this may be a result of the pressures of the COVID-19 pandemic.

With regard to other services (Dentists, Opticians and Pharmacies), service users were generally happy with the services that they were provided with, highlighting efficiency, friendly members of staff and, on the whole, good access to services. However there is still room for improvement in these areas.

 In conjunction with findings from the analysis on GP surgery reviews, this indicates that staff in primary care services are one of the main sources of negative feedback for health and social care services in Ealing. While further training and development could be one potential solution, it is likely that these issues have been exacerbated by the current pandemic climate. Crucially, it is clear that more needs to be done to understand the views and experiences of marginalised populations.


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General details

Report title 
Patient experience report 2020/2021 Quarter Two
Local Healthwatch 
Healthwatch Ealing
Date of publication 
Tuesday, 20 April, 2021
Date evidence capture began 
Wednesday, 1 July, 2020
Date evidence capture finished 
Wednesday, 30 September, 2020
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Information providing
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Waiting times and lists for treatment

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 
Home care / domiciliary care
Hospice services
Community 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.