"Rude, lazy and unhelpful staff. Awful"

About: West Middlesex University Hospital

What I liked

Nothing

What could be improved

We had a nightmare journey to the hospital today and ended up unfortunately being 10-15minutes late for our scan appointment. We rang on the way to apologise and to let the staff know. Upon arrival we weren't spoken to for a while while they nattered to each other, and when we were we were told that we were too late so couldn't have our appointment any more.

We were then told that we had to wait another month for an alternative appointment that would be 2.5 weeks after the recommended latest date for the scan to be done.

Despite the fact that the hospital could have either a) brought the next appointment forward who was waiting, or fitted us in if they had taken us straight in, both of these seemed out of the question. Despite us being made to wait 2.5 hrs last time we went, us being slightly late is a crime. its worth noting that the last available time that the hospital will work until is 4pm.

Throughout the whole process the staff were unhelpful and rude and made no effort to think about any way to help. It has left my wife very upset that we have missed this event (and who knows what the consequences will be) with serious doubts as to if these sort of people are the ones we want to help with the birth.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from West Middlesex University Hospital

Thank you for taking the time to give us feedback on your recent experience at our hospital. We are sorry that on this occasion it appears our service was not of the high standard we aim for.

It is difficult for us to respond in detail to your feedback, without having full details of your visit. If you would like us to look into your concerns in more detail, then our PALS (Patient Advice and Liaison Service) team, by emailing pals.service@wmuh.nhs.uk / calling 020 8321 6261.