Patient Experience Report 2021-2022 Quarter 1
What is a Patient Experience Programme?
Our patient experience programme gathers feedback from patients accessing health and social care services in Hammersmith & Fulham. From the feedback, we produce a quarterly report that analyses the data and summarises the key findings.
Patients are asked to give the service an overall star rating between 1 and 5 (1 = Very Bad, 5 = Very Good). For each feedback collected, our trained volunteers apply sentiments (positive, neutral, negative) and key themes. The main themes are Access to Services, Administration, Staff, and Treatment and Care.
Due to Covid-19, the programme had to adapt remote methods of engagements including direct telephone interviews, Zoom engagement sessions and collating online reviews from platforms such as NHS.co.uk and Google Reviews. However, in May 2021 we were able to resume face to face visits to GP surgeries at a limited capacity.
Key Findings:
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GP services
Positive feedback remains high around the Treatment and Care theme (75%) and Staff theme (68%), as well as associated sub-themes (Experience, Quality of Care and Staff Attitudes). The Access to Services theme received a significant amount of negative feedback (71%), as did Waiting Times (66%).
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Hospital Services (Imperial College NHS Trust)
Our findings indicate that the area in which the Imperial College NHS Trust can further improve is by reducing the length of time that individuals wait for their hospital appointment, as 52% of the reviews relating to the Waiting Times theme this quarter were negative in sentiment.
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Hospital Services (Chelsea and Westminster NHS Foundation Trust)
During this quarter, we were only able to obtain a significant amount of feedback for the Treatment and Care and Staff themes for Chelsea and Westminster NHS Foundation Trust Hospitals. In total 77% of the reviews referencing the Treatment and Care theme were positive, with 86% of the reviews referencing the Quality-of-Care sub-theme being positive in sentiment.
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Pharmacy Services
Overall, H&F patients/service users are satisfied with the Staff Attitudes at their respective pharmacies and are happy with the way that the service, and concurrently their prescriptions, are being managed. However, it seems that there are some issues around the Waiting Times sub-theme as patients/service users, await longer than desired, their prescriptions.
Downloads
If you need this document in a different format, please email info@healthwatchhf.co.uk or call 0203 886 0386.
