Patient experience at London North West London University Healthcare sites

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Summary of report content

London North West London University Healthcare NHS Trust (LNWUHT) is the major provider of hospital services to Brent residents. Healthwatch Brent visited one hospital ward or outpatients department at monthly intervals with a member of staff asking a set of 8 questions at the point of care. We have spoken with 78 patients across a broad range of wards. Over 72% of patients expressed satisfaction with their hospital experience, although a small minority had a poor experience.

Patients felt that they got on well with staff and they felt that staff got on well together and shared a positive working environment. The poor comments made by patients referred to treatment received from night-duty staff. 

Concern was raised that patients felt hurried to understand and process information about procedures, after-care or follow-up information. Whilst acknowledging the pressure that staff are under, some patients expressed a desire that they would have welcomed some refreshments, television or reading material whilst they were awaiting beds or being admitted for procedures.

Healthwatch Brent recommended that staff should be vocally appreciated for their work and reminded of the high standards of service delivery, and that the waiting areas are well heated with adequate amenities for refreshments and entertainment. There was no service provider response. 


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General details

Report title 
Patient experience at London North West London University Healthcare sites
Local Healthwatch 
Healthwatch Brent
Date of publication 
Monday, 4 March, 2019
Date evidence capture began 
Monday, 6 February, 2017
Date evidence capture finished 
Monday, 11 February, 2019
Type of report 
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Continuity of care
Digitalisation of services
Health promotion
Information providing
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Structured interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Secondary care services 
Inpatient care

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if 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? 
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.