Patient experience report Q1 2018

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Summary of report content

This 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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General details

Report title 
Patient experience report Q1 2018
Local Healthwatch 
Healthwatch Hounslow
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 
Key themes 
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 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Engagement event
User stories
How was the information collected? 
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
GP practice
Out of hours
Urgent care 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? 
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? 

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? 
What type of impact was determined? 
Implied Impact

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.