Measuring patient experiences of Talking Therapies (IAPT - Improving Access to Psychological Therapies) services continues to feature as an important component of the quality of care.
All patients are asked to complete a patient experience questionnaire at the end of assessment and treatment. This feedback can always be given anonymously.
For the question, “On reflection, did you get the help that mattered to you?”, we received nearly 800 responses across all the NWL boroughs of CNWL during April, May and June 2021; ratings ranged between 91%-97% of patients reporting they received the help that mattered to them, either at all times or most of the time.
We have a clear, accessible complaints process in place for patients who are unhappy with our services.
As a service, where there is any adverse feedback, staff work with service users as well as focus groups to review and discuss the feedback in order to work towards maintaining high standards of care and improving service delivery.
To find out more about the process of feedback, please visit this webpage:
https://www.cnwl.nhs.uk/patients-and-carers/your-say/patient-feedback-and-complaints-service
Please find below, some of the patient feedback we have received in recent months for IAPT services.
We are aiming to further increase patient feedback on our services, and we invite you to join us in this developing campaign.
Keep track of the latest updates by following CNWL Trust's Twitter account: @CNWLNHS and CNWL Talking Therapies (IAPT) Twitter account: @CnwlTalking
