A nurse wearing a blue uniform is smiling warmly at an elderly patient. The patient is seated. They are holding hands.

Unveiling the Patient Experience of Community Nursing in Richmond upon Thames

Community health services are a critical part of the NHS. They include district nursing, end of life care, physiotherapy, podiatry, sexual health services, health visiting and much more. This extensive and diverse collections of services and specialisms provide essential services; and yet they are often overlooked and unknown. We dived into the Community Nursing world, here is what we found.
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This is a photo of two women. One elderly woman is seated on a sofa. The other woman is standing next to her, giving her a cup of tea while smiling warmly.

Carers Charter Engagement Report

Over 250 unpaid carers responded to our survey asking what would make a difference in their caring role. This report attempts to analyse the stories told in this survey and to present the experiences of unpaid carers living in Richmond upon Thames in their own words.
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Signage showing the entrance to West Middlesex Hospital's emergency department

West Middlesex Hospital ED and UTC Enter & View

Healthwatch Richmond visited the Emergency Department and the Urgent Treatment Centre at West Middlesex University Hospital in November 2025 in a series of Enter & View visits to create a snapshot assessment of the service.
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The text in the middle of the picture reads: Accessible Information Standard. There is a thumb up on the top right corner, a pair of glasses, and two hands holding a phone on the bottom right corner. On the top left of the picture there is a hand holding a magnifying glass and on the bottom left a hand holding a magnifying lens to read a laptop screen.

The Delivery of the Accessible Information Standard in South West London GP Practices: What We Found

The Accessible Information Standard (AIS) helps health and care services meet the needs of patients and carers with communication needs. This includes individuals with sensory loss, neurological conditions, neurodiversity, and learning disabilities. AIS requires service providers to identify, record, flag, share, and meet patients' communication needs to ensure fair healthcare access. A short NHS England video describing AIS is available.
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plate of food next to a hospital bed

Kingston Hospital Inpatient Nutrition Report

In May 2024 Healthwatch Richmond conducted a series of Enter & View visits to the Kingston Hospital inpatient wards to look at nutrition and mealtimes. Read about our findings and recommendations in our report.
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Screenshot of the cover of Crisis Cafe Report

Crisis Cafes

Our review of Richmond's Crisis Cafe - the Journey Recovery Hub - was instrumental in this service has been recommissioned for 2 years. Find out what we thought!
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Image of the cover of the AMH transformation report

Transforming Adult Mental Health Care

South West London & St George's NHS Mental Health Trust are transforming their services to make improvements to how they operate. We collected patient experiences to measure and monitor the level of patient satisfaction throughout the process.
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A patient is having their blood drawn by a healthcare professional.

Where to get my blood test appointment? Read our Phlebotomy Report

Kingston Hospital contacted Healthwatch Richmond to conduct a survey that would help understand better the needs of patients in terms of blood tests appointments.
The aim was to collect patient’s views on their phlebotomy experience, in order to better understand patients’ needs and preferences.
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