The Experience of Health, Care and Community Services

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Summary of report content

This is a trends analysis report by Healthwatch Harrow- it is based on the experience of 350 people between July and September 2020 (Q2). Feedback was obtained from a variety of sources, including general engagement and comments posted online.

Overall satisfaction has declined by 6% compared with Q1; the top positive trend suggests that people received good quality, compassionate treatment and care, with good levels of involvement; the top negative trend suggests that communication, administration, ability to book appointments and telephone access have been issues. Trends related to specific services are:

  • GP services: Ability to book appointments, administration, support and telephone access are cited as clear negative issues this quarter.
  • Dentists: Those returning to their dentists following lockdown report feeling supported and safe. However, some people have not been able to register, or receive treatment.
  • Northwick Park Hospital: While people are complimentary about empathy and quality of service, comments suggest a clear lack of support - both on site, and when contacting.
  • Wider community: Some people report a lack of support from GP services. Covid-19 has also impacted on social mobility and networking, leaving some people isolated.

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General details

Report title 
The Experience of Health, Care and Community Services
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Thursday, 15 October, 2020
Date evidence capture began 
Wednesday, 1 July, 2020
Date evidence capture finished 
Wednesday, 30 September, 2020
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Continuity of care
Digitalisation of services
Information providing
Quality of care
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
User stories
How was the information collected? 
Website Feedback
Social Media
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
GP practice
Secondary care services 
Community services 
Community based services for people with mental health needs

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Types of health and care professionals engaged 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.