Difficulties getting GP appointments, waiting times for treatment and reaching health services by phone are among the most common concerns raised by Ealing residents, according to the latest findings from the local health watchdog.
The Healthwatch Ealing Patient Experience Report for July to September 2025 analysed 764 reviews of health and social care services, gathered through online submissions and community engagement at GP practices, hospitals and community venues across the borough.
Patient access emerged as a recurring theme in people’s experiences of GP services. Healthwatch Ealing said views on appointment availability were mixed, with only a 1% gap between positive and negative sentiment, reflecting widely varying experiences depending on the practice and the patient. Some residents described routine appointments taking weeks to secure, while others said booking had been straightforward.
A top complaint was difficulty of getting through to GP practices by telephone, particularly first thing in the morning when people try to secure same-day appointments. The report described phoning to book appointments as a “constant and consistent critique”, even as some practices promoted online systems and e-consult forms as alternatives. Healthwatch said those digital routes appeared to work well for some patients, but others said they preferred to see a GP and found alternative routes less effective.
One comment said: “You can rarely see your doctor now. It takes two to three weeks to schedule appointments.” Another patient said: “It is difficult to get an appointment; you need to call them at 8.30am, but when you call them, they say the doctor will call you back and only after the call will you know if you will be seen or not. The wait on the phone is long to get through.”
Waiting times inside practices were also highlighted. Healthwatch said 56% of comments about waiting to be seen were negative in sentiment, with some patients reporting waits of up to an hour beyond their booked appointment time.
Despite concerns about access to services, many people described good experiences once they were seen. Healthwatch Ealing’s analysis of patient comments found that 61% of feedback on the quality of treatment at GP services was positive, and 80% of comments about staff attitudes praised staff as polite, friendly and professional. Overall, 71% of GP experiences were rated positively.
One patient said: “They are very proactive. Asking me questions about my health and advised me to get in touch with him as soon as possible if something happens.” Another described the quality of care as “of a very high level”.
Hospital feedback followed a similar pattern. Healthwatch said some patients raised concerns about how long it can take to be seen after a referral, with reports of waits ranging from three to 10 months. People also described difficulties reaching hospital services by phone, with some suggesting more staff and phone lines were needed to reduce the time it takes for calls to be answered.
At the same time, hospital services attracted strong praise for frontline care. Healthwatch found that 78% of comments about hospital treatment quality were positive, 88% of comments about staff attitudes were positive, and 72% of comments about communication were positive. One patient described staff as “angels” in recognition of the pressures they face.
Comparing experiences across the year, the report found that positive feedback for GP services fell by 4% in the quarter compared with the previous quarter, while hospital services saw a 3% increase in positive feedback.
Click here to read the full Healthwatch Ealing Q2 2025 Report
