The experience of Northwick Park hospital

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Summary of report content

Healthwatch Harrow report on the feedback they have received in 2021 about Northwick Park Hospital.  Altogether they looked at the experiences of 249 people.

Feedback suggests patients would like greater levels of support, empathy and communication. Access related trends, particularly waiting times are clearly negative overall.

Complaints about waiting times are up by almost a tenth (8%), compared with the previous three months, with the majority of negative feedback relating to A&E

On the whole, feedback is 49% positive. Over half of experiences (57%) reflect good levels of user involvement and support, while sentiment on quality and empathy is marginally positive (61%). On service accessibility, three quarters of comments (75%) are negative overall.

Feedback about A&E suggests complaints about waiting times, outcomes (quality), levels of empathy and support are on the increase.

Feedback suggests experiences of clinical treatment and nursing care are broadly positive overall. On reception, feedback is noticeably negative overall, with satisfaction at just 35%.

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General details

Local Healthwatch
Healthwatch Harrow
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Communication with patients; treatment explanation; verbal advice
Caring, kindness, respect and dignity
Service organisation, delivery, change and closure
Waiting for appointments or treatment; waiting lists for treatment

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Other
Ear, nose and throat, audiology and maxillofacial services
Inpatient care/General inpatients
Maternity care
Orthopaedics and fracture clinic
General outpatients and hospital-based consultants
Emergency department (inc A&E)

Details of people who shared their views

Number of people who shared their views
249
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
Not known
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