Philip Grant: Northwick Park Hydrotherapy Pool – what the NHS Trust Chief Executive wrote (and my reply, seeking to help resolve her problem)

Guest Post by Philip Grant in a personal capacity

From the NHS Trust’s complaints leaflet.

 

There have been several articles on “Wembley Matters” recently, and a lot of interest, about the London North West University Healthcare NHS Trust’s decision to close the hydrotherapy pool at Northwick Park Hospital. One recent article shared the reply I had received from Brent Council Leader, Cllr. Muhammed Butt, to an email I had sent to him and the Council’s Chief Executive.

 

That was not the only email I had sent about this matter, and in a “FOR INFORMATION” comment under the blog which reported a statement by the NHS Trust about the closure decision (given to Local Democracy Reporter, Grant Williams), I shared the text of an email I had sent on 28 July to the Trust’s Chairman and its Chief Executive Officer. I made the case that ‘that this facility IS needed locally, and should not simply be withdrawn through a one-sided cost-cutting decision of the NHS Trust.'

 

This guest post will let you know “what happened next”, and update interested readers on the latest position over the closure, as far as I know it.

 

On 30 July, I received an email from the Patient Relations Office at Northwick Park Hospital, with three attachments. The first was a letter from a Complaints Officer, telling me that my email of 28 July was being treated as a complaint, which was being investigated, and that: 

 

‘We aim to complete our investigation by 23 September 2025, and to respond to you shortly after this date.’

 

The second attachment was their complaints leaflet (see above). The covering email also said: ‘Further correspondence will have to be encrypted in line with the Trust’s Information Governance protocols and we have attached a guide created by NHSMail to instruct you on how this is done.’ The attached guide was a fourteen-page pdf document!

 

The front page heading from the Encrypted Emails Guide.

 

The first email may have been the result of the NHS Trust Chairman, Matthew Swindells, kicking his copy of my email into the long grass. I was about to reply to it, saying that my “complaint” (if they wanted to treat it as that for statistical purposes) required a reply from someone at the top of the NHS Trust, long before 23 September (as the plan is to close the hydrotherapy pool on 30 August), but I received a second email. This was again from the Trust’s “Complaints” address, but it included a “link” which I had to follow, in order to download an encrypted letter!

 

The letter, thanking me for my email of 28 July, was signed by Ms Pippa Nightingale MBE, the Trust’s Chief Executive. I can see no reason why its contents need to be treated as confidential, so I will ask Martin to attach a copy of it at the end of this article.

 

While her letter includes some words that recognise the hydrotherapy pool’s importance – ‘I do appreciate how beneficial this pool has been …’, ‘I fully recognise that the pool is a popular resource …’ – the key paragraph is this:

 

‘… we are actively engaging with service users, patient and carer groups and local MPs about the closure and will take into consideration any concerns raised. While this will not impact upon the decision, it may affect the way in which we manage or communicate the change.’

 

In other words, the NHS Trust still plans to close the pool on 30 August. Frankly, that is not an acceptable solution. The hydrotherapy pool is a long-established facility on the Northwick Park Hospital site, and while the new NHS ten-year plan may indicate that the buildings there should in future concentrate on being an “acute” hospital, that is no reason why this important piece of local health care infrastructure (fully refurbished only five years ago) should not be allowed to continue where it is, even if that is under different management.

 

The NHS Trust’s values, as proclaimed in its logo!

 

This is the text of the email I sent on 4 August, in reply to Miss Nightingale’s letter:

 

Your ref: pn/ph/25/7/C12257 - how you can resolve the issue of the Hydrotherapy Pool

 

Dear Ms Nightingale (and Mr Swindells),

 

Thank you for your letter of 1 August, in reply to my email to you both of 28 July 2025.

 

I note that much of your letter is a repeat of the press statement which the Trust made recently about its decision to close the Hydrotherapy Pool at Northwick Park Hospital. You then go on to say that you are actively engaging with a variety of stakeholders, but that 'this will not impact on the decision.'

 

That last statement strongly suggests that you have not grasped the seriousness of the position which the closure decision, and the way it has been handled, has put your NHS Trust in. As things stand, you and Mr Swindells are in danger of bringing the London North West University Healthcare NHS Trust into disrepute.

 

This is the latest position on the mess this decision has got the Trust into, as I understand it:

 

·      It has upset and angered both staff and patients who use the hydrotherapy pool;

·      A petition calling on the Trust to stop the closure of the pool now has 2,600 signatures;

·      Brent Council (and possibly other local Councils whose residents use the pool) have raised serious concerns about the decision, including that they should have been consulted and given the opportunity to scrutinise the decision before any closure can go ahead;

·      I understand that at least one of the local Members of Parliament has taken up the matter at senior levels within the NHS;

·      I also understand that hospital staff have raised a collective formal grievance against the Trust management over the closure of the pool.

 

If you will listen to the advice of a retired Civil Servant, who for years had responsibility for resolving complaints, this is what I would suggest you and the Trust should now do:

 

1.    Acknowledge to yourselves that the decision has been badly handled;

2.    Acknowledge this publicly, and apologise for it;

3.    Put the closure of the pool "on hold", and announce an extension, of at least three or four months, to the proposed closure date;

4.    Actively work with other local healthcare bodies, including those running community healthcare, to find a solution for the future running and finance of the hydrotherapy pool, so that the existing pool facility at Northwick Park Hospital can continue to be used by people from the area it already serves. without a break in that service.

 

Thank you for reading this email. I hope you will give my advice serious consideration, so that the future of the hydrotherapy pool can be resolved on a reasonable and sensible basis, for the benefit of the health and wellbeing of the local community. 

Best wishes,

Philip Grant.

 

I don’t know whether my words will have any effect on the pool’s future, but if you feel strongly about something, I believe it is worth trying to influence a positive outcome!

 

I had copied my email of 28 July to two local MPs. Bob Blackman’s office has asked for my address, so that he can write to me, but I have not received his response yet. Barry Gardiner’s office sent me an email on 4 August, saying that he could not reply to me as I am no longer his constituent (he was my MP from 1997 to 2024, and although I still live at the same address in Brent, boundary changes mean that I now come under Harrow East!). The email did, however, provide this piece of news:

 

‘Rest assured, several of Mr Gardiner’s constituents have already contacted him about this issue, and Mr Gardiner has arranged a meeting with Pippa Nightingale later this week to discuss this in more detail.’

 

So, although Barry Gardiner can’t write to me, I have sent his office copies of Ms Nightingale’s letter and my reply to it, in the hope that this could provide a framework for his discussion with the Trust’s Chief Executive. Let’s hope for the best!

Philip Grant.