"Unclean, cold and uninformative"
About: Charing Cross Hospital Charing Cross Hospital London W6 8RF
The sliding door at the entrance needs its sensor checking and, as a result the waiting area is chilly. Fumes from staff and patients taking a cigarette outside permeate the entrance.
The reception staff are a mix of practical and those that seem to prefer checking their social media accounts. No information is given to the process nor waiting times suggested. Triage is usually quick but again, lacks information so the client can be aware of next steps
The toilets are filthy; faeces on toilet brushes, brown marks scattered on illill-fitting wooden panels and cleaning has not been extended to corners. From a client perspective, it can be frustrating to note your wait is approaching 1.5 hours post-truage and others are being seen first.
Whilst there is a reason to Triage in order to sort more urgent cases, patients with similar predicaments to mine were seen much quicker. Again, communication would assist this matter by simply managing expectations.
Whilst Wi-Fi access is helpful, a more comfortable waiting area would mean people can cope with waiting longer when they feel bad.Treatment itself was practical, informative and caring. Therefore more communication and a desire to deliver a good service whether at reception or through cleaning would transform this service into a fully positive experience, essential when you are unwell.