Patient Experience Report 2020-2021 Quarter 4
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.
Key Findings:
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GP services
Positive feedback remains high around the Treatment and Care theme (71%) and Staff theme (75%), as well as associated sub themes (Experience, Quality of Care and Staff Attitudes). The Access to Services theme received significant amount of negative feedback (45%), as did Waiting Times.
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Hospital Services (Imperial College NHS Trust)
In terms of hospital services for Imperial College NHS Trust, the predominant area in which the Imperial College NHS Trust can improve its services is around Waiting Times, with 46% of the reviews this quarter being negative in sentiment. On the other hand, areas of good practice can be found across the following themes and sub-themes: Treatment and care – Experience (88% positive); Staff – Staff attitudes (93% positive).
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Hospital Services (Chelsea and Westminster NHS Foundation Trust)
In terms of hospital services at Chelsea and Westminster NHS Foundation Trust, for this quarter we were able to only obtain robust data for the Treatment and Care and Administration themes. Only 58% of the reviews belonging to the Treatment and Care theme were positive, compared to the same theme for reviews relating to Imperial College NHS Trust Hospitals, which were overwhelmingly positive.
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If you need this document in a different format, please email info@healthwatchhf.co.uk or call 0203 886 0386.
