Patient Experience Report Q1 2026/27

Healthwatch Hounslow undertook research on residents’ experiences of health and care services across the borough between April and June 2026. Through its Patient Experience Programme, Healthwatch collected 376 reviews of health and care services during 19 community engagement visits. Feedback covered GP practices, hospitals, dental services, community services and carers’ experiences, enabling Healthwatch to identify what was working well and where improvements were needed. 

GP services received the largest volume of feedback, with 224 reviews, of which 79% were positive. Residents frequently praised staff communication, professionalism, empathy and the availability of urgent appointments. However, common concerns included long waits for routine appointments, difficulties using online booking systems, lengthy telephone waits and delays in diagnostic test results and referrals. Hospital services received 83 reviews, with 61% positive. Patients highlighted the quality of treatment and staff professionalism but reported concerns about A&E waiting times, appointment cancellations, difficulties contacting services by phone and poor communication between hospitals and GP practices. 

Dental services received 30 reviews, 70% of which were positive. Patients valued the quality of treatment, appointment availability and helpful staff, but raised concerns about treatment costs, a lack of clarity around NHS charges and difficulties accessing NHS dental appointments. Other services, including pharmacies, community health services, physiotherapy, mental health services and adult social care, attracted 39 reviews, with 92% positive. Positive feedback focused on service quality, medication access and staff support, while communication between services and referral waiting times were recurring concerns. 

Healthwatch also examined carers’ experiences through 48 reviews, three-quarters of which were positive. Carers praised service quality, treatment and professional advice but highlighted difficulties accessing appointments, using health apps, arranging transport and parking, and waiting for operations. Healthwatch recommended improving appointment availability, telephone access, communication about service changes, information about dental costs, coordination between services and support for carers and other patients navigating the health system.