About: West Middlesex University Hospital

My partner and I visited this urology unit recently for a Haematuria Clinic. The Paperwork sent out informing us of the appointment details was confusing to say the least. For example, the letter initially states in bold that the appointment time is 14:30 but later in the body of the text it states the first appointment time is actually 11:30.

It would have been more helpful to have received a more detailed timetable for the day with times and locations of appointments clearly set out on one piece of paper in consecutive order. Finding a hospital map to plan our visit prior to the day (to accommodate understandable nerves) was a real effort. Why on earth a hospital map was not included with the original letter I wonder? Maybe something to do with too much of the hospital budget being stripped off to pay off ridiculous PFI bills to private investors? And while we're on this subject I think it worthwhile to point out you have stains on your CT scan room ceiling... something only patients see, but its grim.

Its really a pity that the members of staff here do not listen to patients or other members of staff. It took us several attempts to speak to someone at the hospital prior to the appointment. We did eventually get to speak to someone on the telephone but the conversation does not seem to have been noted as staff on the day were clueless with regards to this.

I think you might need some re-training on informed consent. My partner was not properly informed of the procedures before heath care professionals started to perform them. Staff should properly inform patients of exactly what they are proposing to do to them and obtain proper consent before they commence treatment. I understand you are pushed for time but patients come first.

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Response from West Middlesex University Hospital

We are sorry to read of your recent experience of our Urology services. We run an efficient rapid referral one stop service which includes a CT scan appointment as well as a clinic consultation and cystoscopy procedure. This means most patients leave with an immediate diagnosis and frequently require no further tests or visits. We apologise that the procedure wasn't clear from the letter you received.

We are grateful for the constructive feedback and are taking immediate steps to implement a clearer instruction sheet for this clinic, including a small map of the main building. There are large site maps positioned at all major entrances but we will give consideration to adding this to our website. As for the stains on the ceiling, we are taking immediate action to have it cleaned.

Thank you again for your helpful and constructive comments which will help us to improve the service for future patients. If you would like to speak to somebody about your experiences or your clinical management, please contact our PALS team on 0208 321 6261 / 5630.