Patient Experience Report Quarter 4

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Summary of report content

During January - March 2021 Healthwatch Waltham Forest received 839 pieces of patient experience feedback. Of these, 611 (73%) were positive with a star rating of 4-5, 49 (6%) were neutral with a star rating of 3 and 179 (21%) were negative with a star rating of 1-2.

The main theme that was received about Waltham Forest GPs was administration and the second was staff, there was mixed sentiment towards these topics. Most of the negative reviews that came into Healthwatch Waltham Forest were about opticians, community care and mental health services. 

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General details

Report title 
Patient Experience Report Quarter 4
Local Healthwatch 
Healthwatch Waltham Forest
Date of publication 
Friday, 18 June, 2021
Date evidence capture began 
Friday, 1 January, 2021
Date evidence capture finished 
Wednesday, 31 March, 2021
Key themes 
Booking appointments

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
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 
Dentist (non-hospital)
GP practice
Secondary care services 
Mental health services 
Child and adolescent mental health services (CAMHS)
Community mental health team (CMHT)
Social care services 
Adult social care
Community services 

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Asian / Asian British
Black/ African / Caribbean / Black British
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? 
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? 

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.