Q1 Patient Experience Report
Download (PDF 2.24 MB)Summary of report content
Healthwatch Tower Hamlets collected 1,170 reviews through community outreach, engagement visits and feedback activities. GP services and hospital services generated the highest volume of feedback, with pharmacies, dentists and opticians receiving the most consistently positive ratings. Overall, 62% of GP reviews and 67% of hospital reviews were positive, while access remained one of the most common concerns.
People generally praised the attitudes of staff and the quality of treatment they received. In GP services, patients frequently described staff as friendly, supportive and professional, while positive feedback about hospitals focused on compassionate staff, good clinical care and convenient appointment arrangements. Many patients also valued online consultations, prompt access to urgent appointments and clear explanations from healthcare professionals.
The main concerns related to access and waiting times. Patients reported difficulties obtaining GP appointments, getting through on the telephone, navigating booking systems and waiting for routine appointments. Hospital feedback highlighted long waits for appointments, delays after arrival, communication issues between hospitals and GP practices, and concerns about waiting lists. Access problems were particularly prominent in both GP and hospital services and accounted for many of the negative reviews received.
Healthwatch Tower Hamlets recommended improving appointment booking systems, reducing telephone waiting times, providing clearer communication during delays, increasing appointment capacity and strengthening communication between services. The report concluded that while many people received high-quality care and valued their interactions with staff, improving access and reducing waits remain key priorities across health services in the borough.