Q2 Patient Experience Report - July - September 2023
Compared to Q1, Lewisham residents have reported a positive change in their experiences with GPs and hospital services. Dental and pharmacy services have been continually positive, with residents reporting on positive communication between the provider and patient.
GP Services
Although overall positive reviews have increased in the past quarter, residents have reported that they are still finding it difficult to book an appointment and get through with someone over the phone. 89% of reviewers have also stated they have had a negative experience with waiting times (punctuality and queueing on arrival).
Hospital Services
A high percentage of residents have stated that they had a positive experience with a staff
member, considering doctors and nurses to be caring and compassionate. Getting through over the phone is still an issue faced, causing both inabilities to book and cancel an appointment.
Dental Services
Many residents believe their dental staff were communicative about costs associated with their treatments. While 61% of residents were able to book appointments in a timely matter, there were several that felt that booking with a private practice was easier than with NHS services.
Pharmacy
In general, residents have had positive experiences with their pharmacy, primarily appreciating the communication and availability of home deliveries for those who cannot go in person. When going into the pharmacy, many reported long wait time, having to wait over 30 min in queue.
A full report on Healthwatch Lewisham’s findings can be downloaded below.
