About: Northwick Park Hospital

Negative points, briefly: 1. The patient arrived on time for a minor operation, by appointment. It took hours to get booked in having arrived at midday, and we were there waiting for 10 hours. At 10 pm we were finally informed the operation would NOT take place. 2. The nurses didn't have a complete set of notes and had no idea. The surgeons didn't have a set of notes, and had no idea. Despite the fact the patient was on their list, the surgeons failed to call the ward to alert the nursing team they were ready for the patient. 3. The surgeons went home at 7 pm, they did not do a proper handover, or inform the ward staff that they'd gone home. The patient is left on the ward for a further 3 hours before the nursing staff realise the surgeons gone home. 4. The surgical procedure, including issues of sedation, we're not properly explained to the patient. Different nurses, and different members of the surgical team gave conflicting, and inaccurate information about the procedure. 5. The patient was given an appointment the following week to TRY and get it right next time. 6. The following week, the patient arrives on time at midday for the second appointment. We arrive to find that NO BED HAD BEEN BOOKED. 7. It took 4 hours to get a bed and get booked in. 8. Having been sent to the discharge lounge to wait, a patient transport man, without warning, picked up the patient in their wheelchair and attempted to move them in order to get past. Such violent jolts and movement cause pain and possible injury. The 3 of us protested this outrage in an attempt to get him to stop. It took TEN seconds of shouting at him before the transport man gave up trying to move her. He appeared to think if was fine to do this and was reluctant to offer an apology. After a protracted augment over the matter he grudgingly offered a brief 'sorry' whilst laughing about it all and didn't appear to understand the rudeness of it or the fact he'd committed a violent act against a vulnerable patient in pain. This could be prosecutable as common assault if not ABH. 9. This time the surgeons ARE ready but are now kept waiting because the nursing team fail to prepare the patient on time, despite the patient being on the ward for an hour waiting for the nurses to organise things. 10. Afterwards, incorrect bandaging supplies are provided, and sterile scissors are NOT included. Other stuff could have been included but I've written enough. In total we spent 18 hours waiting over the course of 2 appointments. The patient is physically disabled and waiting around so much affects certain things in a way able-bodied people don't have to worry about, making it much worse. Those of us that attended with the patient, found ample opportunity to sample the in-house costa coffee and hospital canteen. The food and drink was very good.

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Response from Northwick Park Hospital

We were sorry to learn of the experiences described in your feedback. Your comments will be passed on to the relevant management teams so that they can take appropriate action.

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