Feedback on the discharge process at North Middlesex University Hospital

Healthwatch Enfield undertook research on the discharge process at North Middlesex University Hospital. Between 20 July and 5 August 2026, Healthwatch carried out seven visits to the hospital’s Discharge Lounge, speaking with patients and carers through surveys and interviews and observing the discharge process. The survey received responses from 48 participants and was prompted by hospital discharge being identified as a key concern in Healthwatch Enfield’s annual priorities survey. 

The research found that while many patients spoke positively about staff and rated their discharge experience highly, communication was a significant concern. Many patients and carers felt they were informed about discharge decisions rather than actively involved in them. Nearly half of patients had not yet received a written discharge summary when surveyed, and many said they did not receive clear information about medication, follow-up care or who to contact if they had concerns after leaving hospital. 

Delays were a common feature of the discharge process, particularly for carers, with waiting times linked to medication, paperwork, transport and communication between wards and the Discharge Lounge. Accessibility needs were not always fully considered, particularly for people with language, sensory or cognitive needs, and carers often felt excluded from planning and decision-making. Healthwatch also observed issues with signage, lengthy waits in the Discharge Lounge and inconsistencies in identifying and supporting patients with additional needs such as dementia. 

Healthwatch concluded that although staff were widely praised for their kindness and professionalism, improvements were needed to make discharge planning more consistent, person-centred and inclusive. Recommendations included improving communication throughout the discharge process, involving carers more effectively, reducing avoidable delays, strengthening support for patients with accessibility needs, improving signage and ensuring patients leave hospital with clear information about medication, follow-up care and available support.