"All I can say is on the whole, my whole..."

About: National Hospital for Neurology & Neurosurgery, Queen Square

What I liked

Even though the staff were very busy, I was never treated as a nuisance. Things were explained to me; my buzzer was answered straight away, ;staff were very committed to keeping me painfree; they were courteous but friendly too. The cleaning staff and porters and doctors alike were just so polite and helpful and professional. It was almost a pleasure to be a patient! Having worked for the NHS myself for 30 years mostly in a hospital environment, it was very refreshing to be treated as I feel I treat others, rather than is often the case, as an inconvenience.

What could be improved

The breakfasts. Day after surgery I was hungry, but the only things on offer were cornflakes and toast. It would have been better for me and I dont think I was alone in thinking this, to have had porridge for breakfast which following ACDF would have been loads easier to eat. It was the first week of the catering chaps' job and he seemed very unsure of stuff; and even gave me and another patient water even though we were 'nil by mouth'. Fine for me as I knew not to drink it. but not so for the other patient who had memory problems and did not remember that she shouldnt be drinking it.

The system of waiting for a phonecall to confirm you have a bed is extremely stressful and when you have been cancelled on two occasions at the last minute you feel very helpless. I understand about prioritising whole heartedly, but somewhere along the line the less 'critical'things have to be done too. Thankfully, for me it was third time lucky.

Anything else?

All I can say is on the whole, my whole experiences of the NHNN has been incredibly positive, and it seems that everyone without exception has the ethos that courtesy and respect is paramount. Its very noticeable and I have visited as an out patient many times over the last three years and now also as an in patient.

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Responses

Response from National Hospital for Neurology & Neurosurgery, Queen Square

I am glad that your experience was on the whole positive. I have fedback you comments about the breakfast to the catering team. Also, we have started a new project to improve admissions so I hope that you will notice an improevement in the very near future.