Patient Experience Report Q2 2020/2021

Healthwatch Waltham Forest reports on the patient feedback it has gathered during Q2 2020/21.  During this period 575 patient experience reviews were collected.

Of these, over two thirds were positive with a rating of 4 - 5 stars. This finding suggests that overall, patients and service users were generally positive about their health and social care experience. However, if this is examined more closely, it is clear that GP services, the service-type that received the highest number of total reviews (191), also had the highest proportion of negative reviews, 46%, compared to any other service. These reviews were largely about administration themes, especially not being able to get through on the phone and appointment availability. The second top theme in this data was staff attitudes which was largely negative.

 Across the remaining six service-types that received the highest number of reviews the top themes in the data were Treatment and Care and Staff, which were overwhelmingly positive. Where appointments are available and patients and service-users have face to face appointments, the perception of Staff Attitudes and Treatment Quality are positive.

Facilities and Surroundings was one of the highest applied themes for Dental services, with specific mention to the subtheme Cleanliness (Infection Control), which was overwhelmingly positive in sentiment.