"The consultant was friendly and ..."

About: Northwick Park Hospital

(as a relative),

What I liked

The consultant was friendly and knowledgable. Initial A&E nurse was also friendly

What could be improved

The 'limbo' ward that exists to offload A&E patients within the NHS 4hr time limits but who do not have a bed on a ward avail. The wait in this no-mans land was protracted and a made worse by the fact that the staff knew nothing about when to expect doctors to visit or when/where a bed might be ready.

On the ward the night nursing staff were unforgivable rude and made up rules as they pleased - for example, we were ejected from the visitors room for eating when there was no signs indication no food. The previous visit the nurse had recommended we eat in the visitors room instead of sit outside on the bench!

Also, the ward absolutely stank of feaces - to the point of feeling sick as soon as I entered the ward.

The lifts seemed to only work during the day, as waiting for a lift in the evenings impossible. and walking down 7 flights of stairs painful with my medical condition.

Also, getting into the building at night was difficult. I rang and rang the bell and no-one ever answered - I had to walk through the serivce area in the car park. and let me tell you, as a woman alone it was pretty scary.

Story from NHS Choices

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Response from Northwick Park Hospital

Thank you for your comments and we are pleased that you found the consultant and nurse who cared for you were friendly.

However, we are very sorry to learn that your experience was not of the high standard we expect for all our patients and visitors in other areas of our hospital.

Your comments are important to us and we would like to discuss them with you in more detail so that we can improve the services we provide. We would like to investigate the issues you raised further. Please contact us directly by calling 020 8869 2026. Thank you.

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