"Dreadful"

About: Hillingdon Hospital

With two small children I've been unlucky enough to have to use a and e a few times

Without fail reception are always awful. Talking about patients in front of people waiting to book in, ignoring new patients to finish a private conversation between themselves or complaining about doctors.

It's hit and miss the service from the doctors. We have had some that really seemed to care but on other occasions have been overly dismissive.

One doctor tried to send me home with antibiotics when I actually had a torsioned ovarian cyst that needed same day removal! Having experienced this before I told them exactly what was wrong but still had to argue to get a scan done.

All in all the experience is usually dreadful. We don't mind waiting, we understand its busy but when it is our turn try and at least listen to what we are saying rather than shove us out of the door.

Story from NHS Choices

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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.

If you would like to discuss your concerns further please contact the Service Manager via: jenny.walker2@nhs.net

With thanks

Senior Management team.

Urgent Care Centre

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