"Bad experience"

About: Hillingdon Hospital

Currently sitting in Hillingdon hospital UCC. Very bad experience, originally got here with my mother 5 hours ago, who was seen after an hour and half waiting then sent for an xray and left in room which looks like it is used to store broken equipment. Staff seemed unorganised, didn't know what she was in for (fall down the stairs), didn't know where her xray results were. Have been waiting for the past two hours in the UCC just for xray results which is unacceptable as we have been here for a total of five hours, have made staff aware four times that my mother is a diabetic patient that does not have her insulin with her and also hasn't eaten since being here and nothing is being done. Nurse originally seen by was very nice and thorough however, no communication between staff and they do not know what they are doing therefore poor service. Think it would have been safer and better for her health to be at home rather than sitting in a UCC for 5 hours with no food, insulin also with a neck and back injury. Not helpful at all and very useless.

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Responses

Response from Hillingdon Hospital

Thank you for your feedback, We are very sorry to hear of the poor experience you had within our service. Our aim is to provide an effective service for all our patients and I apologise in this instance we have not achieved this. Thank you for taking the time to share your experience with us, it is always valuable to hear where we can improve. I would like to assure you that we take patient satisfaction very seriously and your feedback has been shared with the service manager and the staff for reflection and consideration for future learning and service improvement. Your mother's treatment was provided by the Urgent Care Centre and the Emergency Department (A&E) at the Hillingdon Hospital. Your feedback has been forwarded to the management team in A&E to provide feedback on the issues raised. If you would like to discuss your concerns further please contact the Service Manager via: Biran.saran@nhs.net

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