"Late appointments and not sure the medical staff..."

About: Chelsea & Westminster Hospital

What I liked

My first and last appointment with the consultant was on time. The guy who manned the reception is lovely and helpful. it is a shame it is not true of all peopke we interacted with.

What could be improved

There needs to be more of a focus on patient care and also some improvement in hygiene.

I had appointments in between where I had to wait over two hours. I don't mind waiting if it seems that the doctors are involved and focused, but the first time, the doctor was really poor. He seemed to be very distracted and people walked in and out of the consultation as if the patient was irrelevant to their day. On top of that, he left the consultation four times. If he was focused, it could have been carried out in 15 minutes. He asked the same questions as the consultant (who had not bothered to document my responses).

Then I had the tests. This was carried out by a nurse. She refused to give me a gown and I had to remain topless whilst she was preparing my back. I was petrified that someone would walk in and felt that I should have been able to use a gown.

The second phase was just as bad. Again, I had to wait over an hour to be seen, so I was not in the most amenable mood. Then a nurse put my into a room where a people walked in without knocking. This put me in a bad mood. Once again, the nurse said she would not give me a gown, once again someone walked in and I was really annoyed this time. Nobody knocked and waited for a response. People knocked and walked in – this time I was half undressed and very upset. I just took a gown.

The nurse documented things, but it turns out, she did not do this accurately (it was not difficult to organise, but I guess she didn't care). When I left, I asked the receptionist to feedback the fact that it is disrespectful to patients when people walk in and out of consultations – when I was there, an admin lady was knocking on doors and walking in to request some signature for something. I couldn't believe that she had the audacity to interrupt consultations with patients for non urgent admin matters.

Anything else?

A back to basics situation where the staff realise they are there because of the patients and not the other way round.

Story from NHS Choices

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