Information and Signposting Report: October 2018 to March 2019

Healthwatch Lambeth analysed 63 pieces of patient experience feedback received between October 2018 and March 2019. Just over half of the reports were negative, with GP practices and King’s College Hospital generating the highest volumes of feedback. The main issues raised related to staff attitudes, difficulties accessing appointments, long waiting times, poor communication and challenges navigating services, while positive feedback often highlighted caring staff, good clinical care and supportive patient interactions. 

Feedback about GP services was mixed. Positive comments praised helpful reception staff, good booking systems and disability-friendly approaches, including support for people with visual impairments. Negative feedback focused on difficulties obtaining appointments, poor continuity of care, lack of follow-up after hospital discharge, patients feeling unheard regarding physical and mental health concerns, and frustration at having to repeatedly explain their medical history to different clinicians. 

King’s College Hospital received more positive than negative feedback overall. Patients frequently praised the quality of treatment, caring staff, outpatient services and volunteer support. However, concerns were raised about long waiting times in A&E and outpatient clinics, difficulties using automated appointment systems, poor accessibility for people with sensory impairments, pharmacy facilities and occasional poor communication about appointments and treatment plans. Feedback from other hospitals was largely positive, though long waits and accessibility concerns were also reported. 

The report also highlighted concerns about social care and mental health services, including delays in obtaining support, challenges accessing services, shortages of support for carers and poor communication between agencies. Healthwatch concluded that improvements were needed in disability awareness, communication and listening skills, appointment systems, accessibility of buildings and the timeliness of services. At the same time, the report showed that compassionate staff attitudes and high-quality clinical care remained key drivers of positive patient experiences.