"Mixed experience - Customer Service and..."

About: Northwick Park Hospital

What I liked

The staff in A&E worked well with the limited resources they have been given, It has become a hospital all about hitting targets and not about care for people.

The staff have to work extra hard with the so called new tools that in fact do not work as well as the tool that have in place for 20 years - not my words, but what the staff in and A&E told me.

Then you move to the ward and you find some staff just not pulling their weight and one or two nurse working hard and very tired -

What could be improved

All ward staff and some nurses need to be given basic customer service training/ or people skills.

You can also have some consultants working over the weekend as you keep people in and take up valuable bed space just until Monday then a consultant dischages them, think of the beds the time and money you would save by having some consultants/doctors working the weekend.

Its easy, split them into 7 day rota's - about time the trust started to use its brain and back to the old ethics of caring for people not all about targets -

Also i find that you need to explain clearly and spend time in the first instance, I have had to bring my dad in approx 6 times in 3 months via A&E.

Anything else?

Please ensure people are treated by people and staff that are not able to do this should look for another profession.

I will say not all members are rude, but its a shame the few that let the team down.

Also weekend parking charges are so so not on, and you are increasing them on top - Families are under a lot of pressure with finances and at a time when visiting you expect them to pay to park as well - again look at your self and think - i would like to see how you get invoiced from the company that manages the parking and how much revenue you get - do it add up?

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Responses

Response from Northwick Park Hospital

Thank you for your feedback. This will be passed to the management teams in the areas concerned. We would like to assure you that patient care is our key priority, and that we are committed to ensuring that patients receive high quality care from staff who are polite and professional. We take our patients experiences very seriously and we are continually striving to make improvements. This would not be possible without feedback such as yours.

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