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 direct telephone interviews, Zoom engagement sessions and collating online reviews from platforms such as NHS.co.uk and Google Reviews.
This report covers pharmacies in six London boroughs where the Healthwatch services are run by YVHSC (Your Voice in Health and Social Care). In addition to Hammersmith & Fulham, these include : Healthwatch Bromley, Healthwatch Hounslow, Healthwatch Ealing, Healthwatch Waltham Forest, and Healthwatch Lewisham.
- Hammersmith & Fulham pharmacies performed third best amongst the six boroughs in this quarter, with an overall rating of 3.95 out of 5 stars.
- Waiting times were the greatest cause for negative ratings.
- Repeat prescriptions and management of services were also significant causes of negative ratings.
- The reviews also highlight a number of grievances with rudeness and lack of customer service.