Patient Experience Report Q1 2026/27

Healthwatch Hillingdon’s Patient Experience Report for April to June 2026 analysed 382 reviews of local health and care services collected through community engagement, website feedback and visits across the borough. GP services and hospital services generated the highest volume of feedback. Overall, 79% of GP reviews and 75% of hospital reviews were positive, although recurring concerns remained around access, waiting times and communication between services. 

Feedback about GP services was generally positive, with patients praising the quality of treatment, staff attitudes and the availability of appointments for urgent needs. Many residents described reception and clinical staff as attentive, professional and supportive. However, difficulties obtaining routine appointments remained a common complaint, alongside long telephone queues and frustration with online systems such as EMMA and digital consultation forms. Patients also expressed a desire for greater continuity of care and the ability to see the same doctor more consistently. 

Hospital feedback highlighted high satisfaction with the quality of treatment and clinical staff, with many patients describing care as thorough, professional and effective. However, waiting times were a significant concern. Patients reported long waits for appointments, tests and consultations, overcrowding in some areas and poor communication between hospitals and GP practices. Some felt that information was not always shared effectively between services, resulting in delays, repeat investigations and frustration.

Healthwatch recommended maintaining multiple routes for booking GP appointments to support people who are less confident using digital services, improving continuity of care where possible and strengthening communication with patients. For hospitals, recommendations focused on improving management of waiting times, strengthening communication and information-sharing between services, and improving seating and facilities for vulnerable patients while they wait. Overall, the report highlights generally positive experiences of care but identifies ongoing challenges around access, communication and system coordination across health services in the borough.