The experience of Northwick Park Hospital

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Summary of report content

Healthwatch Harrow collected experiences of the Northwick Park Hospital from 316 people from July 2019 to June 2020. 

The report found that the majority of people report good quality, compassionate treatment and care. Service access remains an issue, with particular reference to appointment availability and waiting times. In A&E, most people are pleased with the care they received, although waiting times and support levels were questioned. Comments reflect a great appreciation of performance during the Covid-19 pandemic in acute care. Some reported cancellations and a lack of information, creating uncertainty about their hospital appointments. Administration and telephone access remain issues for many. Nursing Care support appears to be much better than that in A&E. Additionally, some people do not feel adequately supported or informed, following discharge. 

No recommendations were made in this report.

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General details

Report title 
The experience of Northwick Park Hospital
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Tuesday, 14 July, 2020
Date evidence capture began 
Monday, 1 July, 2019
Date evidence capture finished 
Tuesday, 30 June, 2020
Type of report 
Report
Key themes 
Access
Administration
Booking appointments
Cancellation
Communication between staff and patients
Discharge
Information providing
Support
Healthwatch reference number 
Rep-7659

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
User stories
How was the information collected? 
Website Feedback
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Secondary care services 
Acute services with overnight beds
General surgery
Urgent and emergency care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
316
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.