The experience of Northwick Park Hospital
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Healthwatch Harrow obtained feedback from 241 people on their experiences of using Northwick Park Hospital. Feedback was collected between 1 October 2020 and 30 September 2021 from a variety of sources, including general engagement and comments posted online.
Findings suggest the majority of people receive good quality, compassionate treatment and care, though complaints about waiting times are up by 11% compared with the previous 3 months, with the majority of negative feedback relating to A&E. Other than waiting times, however, feedback about A&E is positive.
On the whole, feedback is 49% positive. Over half of experiences (55%) reflect good levels of user involvement and support, while sentiment on quality and empathy is marginally positive (60%). On service accessibility, over two thirds of comments (71%) are negative overall.
Feedback suggests experiences of clinical treatment and nursing care are broadly positive overall. On reception, feedback is noticeably negative overall, with satisfaction at just 36%.