The Experience of Northwick Park Hospital

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Summary of report content

Healthwatch Harrow report on the feedback they have received from local people about Northwick Park Hospital during the period July 2019 to June 2020.  They had spoken to 316 people during this period.

Just over half of the feedback they received was positive.  While most people are pleased with treatment & care, levels of support and waiting times in A&E are questioned. Comments reflect a great appreciation of the service provided by Acute Care during the Covid-19 pandemic. Despite visiting restrictions, family and carers report good levels of involvement in inpatient care. Some who report cancellations of elective care say information is lacking, creating uncertainty. Administration and telephone access remain issues for many. Nursing support on the ward appears to be much better than that in A&E. Some people do not feel adequately supported or informed, following discharge.

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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 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Information providing
Public involvement
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
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? 

Details of health and care services included in the report

Secondary care services 
Acute services with overnight beds
Inpatient care
Accident & emergency
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? 
Not known
Does the information include staff's views? 
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? 
Not known

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.