Patient Experience Report 2020-2021 Quarter 1

Read the report on patient feedback we collected between April and June 2020 and the key findings emerging from the data.

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.

Typically, the feedback is collected by visiting local services and interviewing patients face to face; however, due to Covid-19, the programme had to adapt remote methods of engagements including Zoom engagement sessions and collating online reviews from platforms such as and Google Reviews.

Key Findings:

  • GP Services: The negative reviews (23%, n.10) mainly related to booking an appointment and management of services. Areas of good practice, where comments were largely very positive, were related to Treatment and Care (96% positive), Staff (85% positive), and Access to Services.
  • Hospital Services: In terms of hospital services, the predominant area of concern this quarter was around Staff Attitudes. Areas of good practise however can be found in Quality of Treatment and Care (100% n.11).
  • Pharmacy Services: Overall, patients/service users are satisfied with the staff attitude at their respective pharmacy and the support their received. However, there is little concern regarding waiting times which is mainly caused by the pandemic.
  • Dentist Services: Overall, patients/service users are happy with the treatment and care their receive from their dentist and the staff attitude.
  • Optician Services: Overall, patients/service users are satisfied with the treatment and care their received from their respective optician.


If you need this document in a different format, please email or call 0203 886 0386.

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Patient Experience Report 2020-21 Quarter 1 April to June

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