"The A&E reception area ..."

About: North Middlesex Hospital

(as a relative),

What could be improved

The A&E reception area was dark and morbid. There seemed to be no separation for children and adults even after reporting to the reception desk. The two staff members at the desk looked gloomy and blunt (probably because they had a large fan operating behind them but they were dressed for winter).

We needed the Walk-in Centre, which features on the hospital's website as being open. On arrival (around 8:30pm), the centre was closed, with a note posted on the door directing everyone to the A&E reception area; the note also mentioned that the A&E reception staff will guide us to the Walk-in Centre, which apparently relocated within the main building.

A&E reception staff said that the centre is closed and that it has not relocated and that everyone is being seen through the A&E department.

They eventually took our details to see a pediatrician; one and a half hours later, we were still waiting to be seen. We eventually left and went to Whipps Cross, where, athough there was a queue, we were directed to the children's department and seen promptly.

Anything else?

Hospital management must ensure that information given to visitors, patients, etc about services and facilities are correct and up to date, including on their website.

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Responses

Response from North Middlesex Hospital

We are sorry to hear that you felt your experience of the North Mid was a negative one. Improving the experience of our patients is the number one priority for the hospital and we will use your feedback to improve the service patients in that department receive. The patient advice and liaison service would be glad to take any further comments you wish to provide about your care and can be contacted by email at pals@nmh.nhs.uk or by telephone on 020 8887 4172.

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