Quarterly report - Oct 2018 to March 2019: What we’ve heard recently about local services

We have published our latest round up of feedback from local people features experiences of a range of services. We received 63 calls between October 2018 to March 2019 (Quarter three and four of 2018/19).

Of the 63 calls:

• 24 calls (58% negative) were about patient experience at GP practices
• 23 calls (34% negative) were about patient experience at King’s College Hospital
• 6 calls (3 negative) were about patient experience at Guys and St Thomas’ Hospital Trust
• 3 calls (all positive) were about patient experience at St. George’s Hospital
• The Living Well Network, adult social care, and South London and Maudsley (SLaM) each had two calls, all reporting a negative experience.
• Lambeth Clinical Commissioning Group, mental health services (provider unknown), and housing each had one call reporting a negative experience.

The positive feedback about GP practices focused on helpful staff attitudes and behaviour, but several stories also highlighted unsupportive approaches from local surgery staff and frustrations with the booking system.

Hospital experiences were also mixed, with some accounts of good quality care contrasting with frustrations with booking processes, signage, waiting times and lack of disability awareness amongst some staff.

A range of frustrations were also shared with us about local mental health services although one person reported excellent support from the Living Well Hub.

Similar concerns about a lack of support for people with dementia and someone in need of help to declutter their house were also shared with us.