Patient experience report 2020/2021 Quarter Three
Download (PDF 1.38 MB)Summary of report content
Healthwatch Ealing reports on feedback from the public on health and social care services during Q3 2020/21 (October - December). This report is based on feedback from 1,000 people.
Over three quarters of the feedback was positive, 18% (n.195) negative and 5% neutral.
Feedback for GP services were largely positive, with most patients reporting a good experience. However, further analysis indicated that improvements to the attitudes of staff members must still be made. In addition, patients still found it a struggle to book appointments during this quarter as well as how long they have to wait for the next available appointment, despite the ‘virtual by default’ approach to primary care.
The feedback for Ealing Hospital indicated that, on the whole, patients were satisfied with their overall experience and were happy that the treatment that they received met their needs. Both the quality of treatment and the high standard of staff member's attitudes and behaviours were regularly highlighted as positive aspects of the service
With regard to other services (Dentists, Opticians and Pharmacies etc.), individuals were generally happy with the services that they were provided with. The majority of feedback for these other services suggested that they were sufficient in meeting individuals’ needs, with positive feedback indicating that service users were particularly happy with the level of professionalism and general attitude of members of staff. However, this positive sentiment toward staff members wasn't entirely unanimous and the negative feedback indicated that improvements could be made to the operational management of services as well as how patients’ medication is being handled at pharmacies.
In conjunction with the feedback received for GP services, it is apparent that primary care staff are one of the main sources of negative feedback for the health and social care in Ealing. As stated in the previous report, although further staff training and 'up-skilling' may be a viable option for addressing this feedback, it is likely that the current pandemic and continued pressures on health and social care services have exacerbated these issues.