Experiences of Camden patients attending Chase Farm Hospital for planned surgery

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Summary of report content

Healthwatch Camden was asked by the Royal Free London NHS Foundation Trust to conduct some research on the impact on patients of moving some planned surgery at the Royal Free Hospital to Chase Farm Hospital in Enfield. Healthwatch Camden interviewed a random selection of 25 Camden patients who had attended Chase Farm for planned surgery between September 2018 and April 2019.

Patient experience of going to Chase Farm for planned surgery is dominated by factors largely unrelated to quality of care or clinical outcomes. Patients don’t get a choice between going to Chase Farm or the Royal Free for planned surgery. Many patients are being asked to attend Chase Farm for additional appointments for routine tests prior to surgery. The distance from Camden and long, complex and expensive journeys are a major factor in negative patient experience of Chase Farm. Most patients travel to Chase Farm by taxi or private car on the day of their surgery. The cost of taxis is a major concern.

Whilst most patients had good things to say about the staff at Chase Farm, almost half of all interviewees reported a less than positive overall experience of going to Chase Farm for planned surgery. Day patients reported the waiting experience, facilities and arrangements as poor.  Patients staying overnight are mostly very positive about the en-suite bedrooms and new facilities.

The report contains eight recommendations about improving transport to hospital, improving the experience of day patients, reducing unnecessary trips to Chase Farm, providing vulnerable patients with choice of location and better provision of information.

The report includes a response from the provider outlining action taken in response to the recommendations.

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General details

Report title 
Experiences of Camden patients attending Chase Farm Hospital for planned surgery
Local Healthwatch 
Healthwatch Camden
Date of publication 
Wednesday, 4 March, 2020
Date evidence capture began 
Saturday, 1 September, 2018
Date evidence capture finished 
Tuesday, 30 April, 2019
Type of report 
Key themes 
Building and facilities
Communication between staff and patients
Information providing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other local body
Primary research method used 
Structured interview
How was the information collected? 
Not known
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 
Day care

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? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Tangible impact (not cost related)

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.