Experiences of hospital discharge at Hillingdon Hospital
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Healthwatch Hillingdon undertook research on people’s experiences of being discharged from Hillingdon Hospital. Feedback was collected between April and June 2026 from 38 patients and five family members through conversations in the hospital discharge lounge and follow-up telephone calls after discharge. The research explored the discharge process, communication with patients, and experiences once people returned home.
Most participants reported a positive experience overall, with 68% rating their discharge positively and 75% feeling confident about returning home. Patients particularly praised staff for being caring, attentive and supportive. However, a third of participants reported difficulties during the discharge process, most commonly relating to poor communication, insufficient notice of discharge, delays receiving medication and limited explanations about medications and follow-up care.
Long waits in the discharge lounge were a significant issue. Nearly 40% of patients reported waiting more than three hours, most often because of delays in receiving medication. Many patients said they received no updates while waiting, and 73% reported not being kept informed about delays. Difficulties locating the discharge lounge were also common, with over half of those using family or friends for transport reporting problems finding the location or suitable parking. Patients relying on hospital transport also described uncertainty and delays.
The report found that most patients received a discharge summary and follow-on care arrangements were generally put in place successfully. Nevertheless, some people did not receive adequate information about who to contact after discharge or felt their discharge had been rushed or poorly coordinated. Healthwatch Hillingdon recommended improving signage to the discharge lounge, reducing delays in dispensing medication, providing clearer and more timely communication throughout the discharge process, and improving communication about transport arrangements and waiting times.