"Caring, courteous, and highly competent..."

About: Chelsea & Westminster Hospital

What I liked

Caring, courteous, and highly competent staff conducted my operation faultlessly and with great concern for my understanding and comfort. They were charming and, odd as it sounds, made the experience almost enjoyable. Couldn't have been better.

Also, the 'Lead Nurse Preoperative Assessment' was brilliant.

Many medical staff have a tendency to treat one either as an idiot or as a fellow-medic. The C&W's manage to get it just right.

What could be improved

I needed an ultrasound scan on my leg before my afternoon op, (to show the surgeon where to cut).

I arrived on time and was sent to the appropriate department. There they said they didn't do scans in the afternoon. It took heavy and prolonged persuasion from me and the surgical team to get anyone to do it, which they eventually did. Otherwise my op would have been postponed, which would have cost me time and inconvenience and the taxpayer a great deal of money.

Given the amount of money that is spent on management, it doesn't seem to be too much to ask that there should be joined-up services, and that this sort of thing shouldn't happen.

Anything else?

The hospital reception staff were excellent. A prompt acknowledgement and a smiling, welcoming face are quite important when you arrive in what is, for most of us, a strange environment.

Story from NHS Choices

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