Healthwatch Ealing Patient Experience Report Q2 2024-25

One of our main roles is to gather patient views and experiences from residents. Without knowing what you think of health and social care services we cannot speak up for you! Our online feedback centre allows people to tell us about their experiences of care in our borough. Whilst people can visit our website and provide this feedback independently, our system is backed up by a Patient Experience Officer.
Our Patient Experience Officer and team of volunteers work out in the community everyday, talking to patients and their relatives about experiences of care. This data is input into our feedback centre and reported on quarterly. Having people out in the community everyday helps us understand which services are working well and where improvements are needed. We identify services to watch and themes and trends. This then helps us to work with Ealing Clinical Commissioning Group (CCG) and Ealing Council in order to share and celebrate good practice, and focus on where improvements are needed.
Key Information
This quarter, covering July- September 2024, 1207 patient experiences were collected.
Themes
Negative reviews:
Booking appointments
Appointment Availability
Getting through on the telephone
Staffing Levels
Positive reviews:
Quality of treatment
Quality of Staff- healthcare professionals
Staff Attitudes
Communication with patients (treatment explanation, verbal advice)