Patient experience report Q4 2018

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Summary of report content

This report covers the Quarter 4 period, January-March 2018. During this time, they collected 1,406 reviews, achieving their quarterly target of 1,200 (400 per month).

They focussed on extending the number of GP surgeries they visit especially in Feltham, Great West Road and consolidating their visits to existing GPs, community services and outpatient at Wext Middlesex University Hospital. 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, 1072 (76%) were positive and 334 (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.

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General details

Local Healthwatch
Healthwatch Hounslow
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Report
Key themes
Access to services
Administration (records, letters, results)
Triage and admissions
Booking appointments
Building, Decor and Facilities, including health and safety
Communication with patients; treatment explanation; verbal advice
Follow-on treatment and continuity of care
Caring, kindness, respect and dignity
Staffing - levels and training
Quality of treatment

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Engagement event
Survey
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Pharmacy
General Practice (GP)
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres
NHS 111
Name of service provider
Hounslow CCG

Details of people who shared their views

Number of people who shared their views
1406
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
No
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