Healthwatch Waltham Forest reports on the patient feedback it has gathered during Q2 2020/21. During this period 575 patient experience reviews were collected.
Of these, over two thirds were positive with a rating of 4 - 5 stars. This finding suggests that overall, patients and service users were generally positive about their health and social care experience. However, if this is examined more closely, it is clear that GP services, the service-type that received the highest number of total reviews (191), also had the highest proportion of negative reviews, 46%, compared to any other service. These reviews were largely about administration themes, especially not being able to get through on the phone and appointment availability. The second top theme in this data was staff attitudes which was largely negative.
Across the remaining six service-types that received the highest number of reviews the top themes in the data were Treatment and Care and Staff, which were overwhelmingly positive. Where appointments are available and patients and service-users have face to face appointments, the perception of Staff Attitudes and Treatment Quality are positive.
Facilities and Surroundings was one of the highest applied themes for Dental services, with specific mention to the subtheme Cleanliness (Infection Control), which was overwhelmingly positive in sentiment.
Patient Experience Report Q2 2020/2021
Healthwatch Waltham Forest
Date of publication
Thursday, 17 December, 2020
Date evidence capture began
Date evidence capture finished
Wednesday, 30 September, 2020
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of care
Service delivery organisation and staffing
Healthwatch reference number
Was the work undertaken at the request of another organisation?
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
Secondary care services
Mental health services
Community mental health team (CMHT)
Urgent and emergency 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?