"Terrible appointment system, dirty hospital. Avoid..."

About: West Middlesex University Hospital

What I liked

The natural birth delivery rooms were very well equipped

What could be improved

We transferred from a central London NHS hospital where we'd had a great experience as we moved into the area. Getting an initial appointment was awful - the phone is never answered and it took over two weeks after sending a letter to hear back.

The woman who did our booking in appointment was terrible and not at all supportive. Her attitude was very dismissive, and she spent most of the time questioning our choices and complaining about staff being made redundant (it might have been better to have made her redundant and keep someone else that had a better attitude!). She didn't even bother to read the notes from the hospital that we'd transferred from.

Medical waste bins (including sharps) were uncovered, toilets were dirty and the waiting/appointment areas in the ante-natal area were in a generally shabby condition.

Arranging subsequent appointments were no better, on the rare occasion we were able to get through, the appointment book was not available (how can this not be an electronic system?!), and we were told to call back another time!

The whole experience was the most stressful part of the pregnancy so far, so we decided that enough was enough and transferred to a private hospital for the birth.

Story from NHS Choices

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Response from West Middlesex University Hospital

Thank you for taking the time to give feedback on your recent experiences in our hospital. We appreciate all feedback and it is used to help improve the service we offer to our patients. Your comments have been passed on to the relevant senior managers for them to investigate. If you would like us to look into this matter further, our PALS (Patient Advice and Liaison Service) would be pleased to help. They can be contacted by email on pals.service@wmuh.nhs.uk or call 020 8321 6261.