About: West Middlesex University Hospital

What I liked

not much

What could be improved

the attitude of the staff member checking people into A and E was dreadful, their customer service skills were shocking (no hello, no smile, rude, curt manner) and they were wearing a hoodie! Surely an NHS receptionist should at least be told to wear a shirt.

The nurse whom I seen in the reception was equally as unfriendly. When I explained I had asthma and was struggling to breathe they didn't utter a word, simply thrust a card in my face and pointed back to reception. They asked no questions about my condition.

When I was eventually seen by a doctor they completey dismissed my case, simply wrote out a prescription for an inhaler. When I asked if they were going to listen to my chest (which I thought was essential when assessing asthma!) they rudely said, "you look fine to me". However, they grudgingly listened to my chest, told me I may have a virul infection and that it would "probably go away by itself".

Next, back to the nurse to collect the prescription - again the same unsmiling person. When I handed them the prescription they snapped "go and get a token!". Having never been in the hospital before I was unaware of this procedure and had to ask for clarifiction.

I realise that the NHS is under financial strain, however, decent manners cost nothing. Having recently moved down to the area from Scotland, I am shocked about the state of the English/London NHS - I certainly did not experience the service I am used to north of the border. Perhaps the staff of West Middlesex A and E should remember that it is the taxpayers that pay their wages. And perhaps a few courses in customer service would make a world of difference. When one is ill, one does not expect to be treated rudely.

Story from NHS Choices

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


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.