Q1 Patient Experience Report

Healthwatch Ealing collected 1,209 reviews of local health and care services between April and June 2026 through outreach events, community engagement, online feedback and regular visits to local services. GP practices and hospitals generated the greatest volume of feedback, with 78% of GP reviews and 77% of hospital reviews being positive overall. The most common issues raised across services were access to appointments, waiting times and difficulties with appointment systems. 

Feedback about GP services was generally positive, particularly regarding staff attitudes and quality of care. Patients frequently described staff as friendly, welcoming and caring, and many praised the quality of treatment they received. However, appointment availability remained a significant concern, with many people reporting difficulties obtaining appointments, long waits, pressure to contact practices at specific times and problems getting through on the telephone. Patients also highlighted frustrations with online booking systems and delays once they arrived at appointments. 

Hospital feedback was similarly positive regarding clinical care and staff professionalism. Patients praised treatment quality, specialist expertise and supportive staff. However, the most common complaints related to waiting times in A&E and outpatient services, delays securing appointments and difficulties contacting hospital departments by telephone. Communication between hospitals and GP practices was another area where some patients felt improvements were needed.

Healthwatch concluded that local services are generally delivering good-quality care, but improvements are needed to reduce waiting times, increase appointment availability and strengthen communication. Recommendations included expanding access to appointments, improving telephone and online access, providing better information when delays occur and making it easier for patients to navigate services.