Patient Experience Report 2020-2021 Quarter 3

Read the report on patient feedback we collected between October and December 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 direct telephone interviews, Zoom engagement sessions and collating online reviews from platforms such as and Google Reviews.

Key Findings:

GP Services: Positive feedback remains high around Treatment and Care theme (79%) and Staff (74%) in terms of Quality of Treatment, Experience, and Staff Attitude. The Access to Services and Waiting Times received negative feedback (50% and 54% respectively). The Administration received nearly equal amounts of positive (46%) and negative (47%) feedback. The main issues related to booking appointments and getting through on the telephone.

Hospital Services (Imperial College NHS Trust): In terms of hospital services for Imperial NHS Trust, the predominant areas of concern were around Waiting Times (46% positive, 46% negative, 8% neutral). Areas of good practice can be found across the following themes and sub themes: Treatment and care – Experience (85% positive); Quality of Care (86% positive); Staff attitude (89% positive).

Hospital Services (Chelsea and Westminster NHS Foundation Trust): In terms of hospital services for Chelsea and Westminster NHS Foundation Trust, for this quarter we were able to only discuss the Treatment and Care theme. Only 57% of the reviews belonging to this theme were positive, compared to Quarter 2 which shows that the reviews belonging to the theme Treatment Care were overwhelmingly positive with 90%. This shows that there is a decrease of 33% in the positive reviews.

Pharmacy Services: Overall, patients/service users are satisfied with the Staff Attitude at their respective pharmacy and the way the pharmacy is run.


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 3 October to December

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