Patient experience report 2017
Download (PDF 3.98 MB)Summary of report content
Healthwatch Ealing collated 661 patient experiences of health services in Ealing, in the period between July to September 2017.
The work was done as part of Healthwatch Ealing’s engagement work and digital feedback centre.
The report highlighted that 78% of the experiences received were positive, and 22% were negative. The comments received were mainly about GP surgeries, followed by hospital care and other services. Most positive experiences recorded were around care and treatment, and overall patient satisfaction were about staff attitude and customer service at hospital services. However, access to hospital services waiting times were a key issue raised. A mixed picture around access to service and waiting times for GP services with both positive and negative comments on this topic. Overall high patient satisfaction with staff attitude and customer service within general practice, however there were some issues and room for consistency and improvement. Also, high patient satisfaction with care and treatment was found, with some potential issues in individual cases of care within general practice. There was a specific mention of reviews being received from Central Acton, North Southall and the South North localities.
One patient said, ‘‘I am still waiting for the doctor right now and I have been waiting for a while now. I have been referred to the hospital and still waiting for my treatment, which was 4 months wait, since June and my visit will be in October. When I call, they never answer the phone”.
The report did not mention any recommendations.