A report on patients' experiences at Barnet Hospital

Healthwatch Barnet carried out a patient engagement exercise at Barnet Hospital during May 2017 to gather feedback from patients and visitors about navigating the hospital, travelling to appointments and their overall experience of the site. The engagement took place over four sessions in the hospital foyer and involved more than 200 respondents. 

The findings showed that most patients were satisfied with the hospital environment and services. Ninety per cent of the 206 people who commented said that the hospital’s signage was clear and easy to follow. Many patients praised reception staff and volunteers for providing directions and assistance when needed. However, some respondents suggested that signage to the lifts could be improved and that clearer information should be displayed showing which floor visitors were on. 

Parking emerged as the most significant issue raised by participants. Sixty-five per cent of respondents travelled to the hospital by car, and more than half of those drivers reported difficulties finding a parking space. Patients described spending considerable time searching for parking, sometimes arriving late for appointments or experiencing significant stress before attending clinics. Disabled parking availability and the allocation of staff parking spaces were particular concerns. 

Patients who used public transport generally reported that the hospital was accessible, although some respondents chose taxis because public transport journeys involved too many changes or because parking problems made driving unattractive. 

General feedback about the hospital was largely positive. Patients frequently praised staff for being supportive, caring and professional, and several commented that services had improved in recent years. Positive feedback was also received about clinic efficiency and aspects of patient care, although isolated concerns were raised about discharge arrangements and waiting times for some services, such as blood tests. 

The report highlighted wider concerns about future parking pressures. Healthwatch noted that local parking restrictions, controlled parking zones and the withdrawal of hospital shuttle bus services could further increase demand for parking spaces. It also identified a lack of awareness of subsidised parking schemes available to some patients and relatives, suggesting that information about these schemes was not widely promoted. 

Overall, Healthwatch concluded that patients were generally satisfied with their experience of Barnet Hospital, with parking being the only consistently significant concern. The report recommended improving signage to lifts and floors, providing clearer information about parking difficulties before patients attend appointments, promoting public transport options, reviewing subsidised parking schemes and exploring ways to increase parking capacity. Suggestions included examining the feasibility of additional parking spaces, park-and-ride arrangements, shuttle services and a review of the balance between staff and public parking spaces.

Barnet Hospital welcomed the findings and was pleased by the positive feedback received from patients and visitors. The hospital committed to reviewing signage, particularly around lifts and floor identification, and stated that discussions were already taking place with the local council regarding parking issues and potential solutions.