Quality of service in Waltham Forest
Download (PDF 2.03 MB)Summary of report content
Healthwatch Waltham Forest report on the quality of service issues reported by 2,729 local people in the period January 2022 to January 2023.
GPs
Patients gave positive feedback on the quality of the service offered by practice nurses. Opinion of the quality of clinical treatment and reception is generally positive. Opinion of the quality of diagnosis is leaning negative; with some patients expressing concerns about being diagnosed or prescribed antibiotics over the phone.
Whipps Cross Hospital
The quality of maternity services is praised by patients, while perception of the quality of A&E services is mixed, as poor capacity is impacting the quality of care. Opinion of the quality of clinical treatment and nursing in the hospital are positive Opinion of the quality of diagnosis and testing is mixed; some patients expressed concerns about their symptoms being dismissed or poor communication. Opinion of the quality of reception services is also mixed; with some reporting better customer service skills and communication from staff than others.
Experience of access and perception of quality are linked; those who feel access to services is poor also have a more negative view of the quality of services. GP patients who struggle to access appointments (especially face to face) trust the quality of the service less.