Quarter 1 Patient Experience Report 2025/26
Download (PDF 4.72 MB)Summary of report content
Healthwatch Kensington and Chelsea and Healthwatch Westminster report on key themes in their patient experience data in Q1 2025/26. This report focusses on secondary care.
93% of people reported that staff were kind and helpful. Many comments gave specific examples of where staff had delivered care that exceeded people’s expectations, or they reported being very happy with.
86% of people reported that the overall quality of care that they received was either very good or good.
82% of people agreed that communication from the hospital before the appointment was either good or very good. Many people shared that they appreciated the multiple reminders in different methods e.g. telephone, email and SMS.
The top recommendation that came from respondents was that communication during care and follow up should be improved. This included clearer communication of diagnostic results and after care plans. Some people would also value more direct communication with clinicians.
The second most common theme of recommendations was suggestions to reduce the waiting times at the hospital and between follow up appointments.
The third most common recommendation was to improve signage and pre-appointment location instructions to support people to find the location of their appointment.