Patient experience report Q1 2018

This Patient Experience Report covered the Q1 period April-June 2018. The Patient Experience Officer, supported by a team of volunteers, visits health and social care services daily to talk to and hear from patients, service users, carers and relatives about their experiences of local services.

These patient experience comments and reviews are gathered using a standard form which asks for feedback on their overall experience, likelihood to recommend a service, treatment, booking and a number of other areas. We approach every patient, capture their experience in their words and seek consent for their feedback to be published on the Healthwatch Hounslow website, through the Digital Feedback Centre.

This report covers the Quarter 1 period, April-June 2018. During this time, they collected 1,225 reviews, achieving our quarterly target of 1,200 (400 per month). We focussed on extending the number of GP surgeries we visit especially in Feltham, Great West Road and consolidating their visits to existing GPs and Community Services. In addition, they gathered a number of reviews from community health services, pharmacies, 111 and dental services this quarter. Out of the total number of patient experiences received, 931 (76%) were positive and 294 (24%) were negative experiences of service provision.

The information presented within this report reflects the individual patient experience of health and social care services, untainted and without agenda to ensure that the genuine observations and commentaries of the community are captured. Healthwatch Hounslow presents this as factual information to be considered and utilised to improve service provision and highlight areas of good practice.