The Experience of Northwick Park Hospital

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Summary of report content

This report is based on the experiences of 220 people. Feedback was obtained using a variety of sources, such as general feedback to Healthwatch Harrow and social media.

Findings suggest that most people who accessed care at Northwick Park Hospital received good quality, compassionate treatment and care. Key issues raised were the levels of communication and carer involvement.

Overall, feedback was 59% positive. Around two thirds of experiences (60%) reflect good levels of user involvement and support, while sentiment on quality and empathy was broadly positive (72%). On service access, half of comments (50%) are negative overall.

Feedback about A&E suggests good quality, compassionate treatment and care, with general satisfaction on waiting times, communication and involvement.

Feedback suggests experiences of clinical treatment and nursing care are broadly positive overall. On reception, feedback is noticeably negative overall, with satisfaction at just 41%.

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General details

Report title 
The Experience of Northwick Park Hospital
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Wednesday, 28 April, 2021
Date evidence capture began 
Wednesday, 1 April, 2020
Date evidence capture finished 
Wednesday, 31 March, 2021
Key themes 
Booking appointments
Communication between staff and patients
Continuity of care
Integration of services
Quality of appointment
Quality of care
Quality of staffing
Quality of treatment
Other information of note about this report 

Methodology and approach

Primary research method used 

Details of health and care services included in the report

Secondary care services 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds
Cancer services
Day care
Discharge lounge
Inpatient care
Community services 
Continuing care
Urgent and emergency care services 
Accident & emergency
Other services 
Patient transport

Details about conditions and diseases

Conditions or diseases 
Cardiovascular conditions
Fertility, pregnancy and childbirth
Musculosceletal conditions
Types of long term conditions 
Heart disease

Details of people who shared their views

Number of people who shared their views 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
What was the main sentiment of the people who shared their views? 

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.