The experience of health, care and community services

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Summary of report content

This report is based on the experience of 491 people. Feedback has been obtained from a variety of sources, including general engagement and comments posted online (including Care Opinion, NHS and social media).

Feedback suggests people receive good quality, compassionate treatment and care overall, with good levels of involvement. Administration and service access remain as leading negative issues.

Key issues discussed:

  • Information, involvement and support: 70% positive feedback
  • Quality and empathy: 76% positive feedback
  • Access to services: 62% negative feedback, however, an 18% decrease in complaints about waiting lists and 8% decrease about ability to book appointments was also noted.
  • GP services: 210 people commented on GP services, with 53% positive feedback. Key issues were booking appointments, administration, telephone services and waiting lists.
  • Dentists: 191 people commented on dentists with 85% of feedback being positive.
  • Northwick Park Hospital: 75 people commented on hospital services with 61% of feedback being negative. Levels of empathy, support, communication and involvement could be improved. Many also questioned waiting times, particularly in A&E.

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General details

Report title 
The experience of health, care and community services
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Thursday, 4 November, 2021
Date evidence capture began 
Thursday, 1 July, 2021
Date evidence capture finished 
Thursday, 30 September, 2021
Key themes 
Booking appointments
Car parking access
Car parking charges
Information providing
Patient records
Quality of care
Quality of staffing
Quality of treatment
Staff attitudes
Staff levels
Waiting times and lists for treatment

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 
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 
Continuing care
Urgent and emergency care services 
Accident & emergency

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? 
Does the information include staff's views? 
Types of health and care professionals engaged 
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.