About: Northwick Park Hospital

Today (10/09/15) i had a physiotherapy appointment at Alexandra Avenue walk in centre due to a surgery on my knee. I booked in with the main reception where they told me to wait in the level 1 waiting area where we would be called. However, the lift took us to the lower ground area which we had not realised and as a result we waited in the lower ground area for half an hour. Similarly, there was also another patient who was in the same scenario as us and had been waiting on the same wrong level as us. However, her physiotherapist took the initiative to come and find her and guide her to the right place. As a result we also then realised that we were waiting in the wrong area. We explained to our physiotherapist regarding what had happened. They told us that we were too late for the appointment and had to reshedule; despite the fact that it was their responsibility to see where the patient was as we did after all book in at main reception. We also asked them whether they had an inter phone communication with the main reception and the physio department, where they simply said "No". We therefore asked the main reception whether they are able to communicate with the physiotherapy department where the receptionist said "yes". Therefore, not only did the physiotherapist not take the initiative to check where their patient was; they also lied to me about the system. This was very undermining as a patient. My question is why did they not bother to find their patient when other physiotherapists are more than capable of doing this? We are very disappointed by this member of staff and expected more from NHS employees.

It is ironic that the NHS motto of "Patient comes first" is merely non existent and is more concerned about how easily their job can get done.

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Response from Northwick Park Hospital

Thank you for your feedback about your appointment yesterday for physiotherapy at the Alexandra Avenue walk in centre.

We are in receipt of your concerns that were also sent directly to our Patient Relations team and will ensure that this is properly investigated and a response sent to you.

Our apologies in the meantime that we have given you cause to write to us.

Kind regards

Patient Relations Team

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