News and reports

Our complaints process outlines how to make a complaint about us and our approach to making sure complaints are resolved.
We aim to provide the best possible service, but we do not always get it right.

To find out how well the ‘digital first’ strategy is working for all people, we engaged with a range of organisations and groups from across the borough. This report builds on previous work we carried out on digital healthcare in 2020.

We asked local people ‘how is the COVID-19 outbreak affecting you and your loved ones?’ You can read our report here

We have gathered a wealth of feedback on the effects of the pandemic and have used this to help commissioners develop plans for the recovery

How we have made health and care better by listening to residents, patients, & carers

GP practice websites are an important tool to communicate information and signpost patients to correct services - but your feed back reveals that some GP practice websites are difficult to navigate or it is hard to find the right information.

The COVID-19: Your Experience Matters survey was developed to capture the broadest range of experiences: in this report, we look at physical health and access to services; mental health and wellbeing; personal and family relationships; housing, environment and finances; and information.

Young Healthwatch is a network of volunteers aged 14-25 who represent the views of children and young people living, working or studying Westminster. This report details the review of services from a young persons perspective.

This report details our staff and volunteers’ response to the Covid-19 crisis so far. It is clear from our findings that COVID-19 has affected people in different ways and exacerbated existing health inequalities.

This report provides insights into how primary care services are meeting the needs of their Black, Asian and Minority Ethnic patients, as well as some of the challenges that still need to be addressed.

Half Penny Steps is a GP practice. The Practice is split into two distinct services one for GP/primary care medical services, and the other for the GP walk-in service, which operates
7 days a week.

The Dignity Champions observed the medical team providing the service in a kind and compassionate manner and the patients praised their professionalism, they also identified a few areas where the service could improve