Patient experience at London North West London University Healthcare sites

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.