Q1 2022-2023 Patient Experience Report

Healthwatch Lewisham report on their feedback in Q1 2022/23. During this period the Patient Experience Programme received 1200 feedback comments. Of these comments, 56% (675) comments had a positive rating (4-5 stars), 37% (445) were negative (1-2 stars) and 7% (80) were neutral (3 stars).

Most patients received good treatment from their GP practice. Both the quality and experience of treatment was positive as a result of the doctors and nurses showing an ability to listen to concerns and put patients at ease. Patients had positive experiences with staff, with mentions of polite and professional behaviour. However, there were some concerns with the attitudes of staff. These negative attitudes were related to the receptionists rather than the GPs.

Administration across GP services has a significant number of negative comments; with patients’ expressing frustration with booking appointments. Many of these issues were related to long queues on the telephone or a lack of appointment availability.

Patients were generally happy with hospital staff encounters and believed they showed capability within their roles. Hospitals are providing good quality treatment with only some concerns related to the experience of treatment, for example, feeling rushed during an appointment.

 Waiting times had a significant proportion of negative comments. Patients experienced long waiting times at hospitals, especially in A & E departments. Concerns were expressed about the administration within hospitals, which highlighted a difficulty to get through to staff over the telephone.

Overall, Dental services are providing high quality treatment. Patients were generally happy with the results of their treatment and found the experience to be painless and comfortable. All staff at Dental practices are providing a friendly and helpful service. Their attitudes and professionalism were experienced positively by patients, with a low count of feedback suggesting otherwise.

Dentists have also been praised for their short waiting times, their easily accessible information and advice, and their thorough treatment explanation.

Staff across Pharmacy services were described mostly positively by patients. They showed competence within their roles and provided a helpful and friendly service. The small proportion of negative comments related to staff attitudes with patients flagging ‘rudeness’ as their concern.

Staff across optician services are providing a great customer service to their patients. Very little concerns were raised about staff members, and they were often described to be well-mannered, helpful and knowledgeable.