About: National Hospital for Neurology & Neurosurgery, Queen Square

What I liked

I got to see the consultant.

What could be improved

Toilet availability. I arrived having been traveling for 3 hours. The ladies along from the main reception was out of order. I walked to the back of the building - the ladies toilets were out of order. The disabled one had an exceptionally long queue, unsurprisingly. I went down to the 'Spice of Life' restaurant. The ladies nearby were out of order. Clearly provision of such facilities wasn't a priority on the day of my visit.

A pattern emerged.

Only 1 till was working in the 'Spice of Life', causing a long queue. It didn't go down well, again unsurprisingly, with members of staff having their lunches go cold waiting to pay and also waiting for me to be served with just a cup of tea.

Still one lift out of order near the back of the building. The same lift that was our of order as long ago as June 2011 when I was in the hospital for an appointment *and again in October when I had surgery), and who knows, perhaps even longer.

Then up to the pain management centre - yes, that lift was out of order. In fact, I've never known it to work and thereby be a useful facility for patients and carers with mobility problems.

It would be good to visit the hospital and find things working.

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Response from National Hospital for Neurology & Neurosurgery, Queen Square

I am sorry that the toilet facilities were not working on the day of your visit. This is unusual and I have asked the facilities team to raise it with me if the problem occurs again. I will pass on your feedback to the spice of life team and I am sory that you had a long wait.

The lifts in the building are soon due for a refurbishment and your are correct that one lift has been out of order for a very long time. Unfortunately, our estates management company is having difficulties in sourcing the parts. I will investigate why there have been issues with the lift to the pain management floor as I was not aware of this one having failed recently.

Thank you very much for your feedback which has been most useful and informative.