"Great medics, poor procedure and..."

About: Central Middlesex Hospital

What I liked

The Pre-op team were friendly, efficient and speedy. The main nurse who took me through the questionnaire and procedures was lovely, efficient and at the same time friendly.

The Surgeon and Anaesthetist were really positive, professional and friendly. they inspired trust and confidence, despite some pretty unimpressive behaviour from one nurse in particular before I met them.

In terms of nursing care, it was a different story, see below. However, the day was saved by someone my daughter found on the ward as she could not find anyone to direct her to where she should wait (typical I am afraid) to take me home. This nurse was a breath of fresh air, professional, communicative, full of good humour, thorough and sent us off feeling cheerful and looked after.

What could be improved

Co-ordination of the admissions procedure. I hung around for over half an hour, feeling ignored, uninformed and noticing poor co-ordination of services around me. There were not enough rooms and it all felt very inefficient and frustrating. The nurse that 'attended' to me was brusque to put it mildly, unfriendly, bordering on aggressive. I was already feeling nervous about the operation and she made me feel worse. When she took my blood pressure, I noticed how high it was, I feel certain this was as a result of her appalling attitude. After the operation, the nurse who was monitoring my case was better, but lethargic and uncommunicative.

Anything else?

Consistency of experience would help. Some excellent people who are surrounded by indifferent staff who must be trained professionals, but you would never think so.

The nursing staff on ACAD ward really need to sharpen up their act and be helped to understand that their patients are their first consideration.

Sitting around gowned up with visitors in the same room was not good at all. There should be separate areas for those waiting for an operation and those sitting around eating, drinking and watching television.ApatheticConductConsiderateDrinksPatient careProfessionalismTelevisionWaiting AreasAnaesthetistsNursing staffSurgeonsAdmissionsHypertensionAggressiveAttitudeCheerfulCommunicationNervousServiceAccommodation

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Response from Central Middlesex Hospital

Thank you for your feed back in relation to your experiences at Central Middlesex Hospital. This will be passed on to the manager responsible for the area concerned for information and action.

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