Summary of report contentThis Patient Experience Report covered the Q1 period April-June 2018. The Patient Experience Officer, supported by a team of volunteers, visits health and social care services daily to talk to and hear from patients, service users, carers and relatives about their experiences of local services. These patient experience comments and reviews are gathered using a standard form which asks for feedback on their overall experience, likelihood to recommend a service, treatment, booking and a number of other areas. We approach every patient, capture their experience in their words and seek consent for their feedback to be published on the Healthwatch Hounslow website, through the Digital Feedback Centre. This report covers the Quarter 1 period, April-June 2018. During this time, they collected 1,225 reviews, achieving our quarterly target of 1,200 (400 per month). We focussed on extending the number of GP surgeries we visit especially in Feltham, Great West Road and consolidating their visits to existing GPs and Community Services. In addition, they gathered a number of reviews from community health services, pharmacies, 111 and dental services this quarter. Out of the total number of patient experiences received, 931 (76%) were positive and 294 (24%) were negative experiences of service provision. The information presented within this report reflects the individual patient experience of health and social care services, untainted and without agenda to ensure that the genuine observations and commentaries of the community are captured. Healthwatch Hounslow presents this as factual information to be considered and utilised to improve service provision and highlight areas of good practice.
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Patient experience report Q1 2018
Date of publication
Sunday, 30 June, 2019
Date evidence capture began
Sunday, 1 April, 2018
Date evidence capture finished
Sunday, 30 June, 2019
Type of report
Building and facilities
Communication between staff and patients
Continuity of care
Quality of appointment
Quality of care
Quality of catering
Quality of regulation
Quality of staffing
Quality of treatment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
Primary research method used
How was the information collected?
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Out of hours
Urgent care services
Number of people who shared their views
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?
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
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?
What type of impact was determined?