"Poor"

About: St Mark's Hospital (Harrow)

What I liked

The phlebotomy nurses are absolutely brilliant.

What could be improved

The clinic I attend is always late by around 1 hour and whilst I understand issues with emergencies coming up, I have repeatedly pointed out to the out-patient staff and even sent an email complaining in the past - sometime in 2008 that a simple message on the whiteboard in the waiting room area stating "Clinic running late by xx mins" as well as informing patients on arrival would be great. i was told this would happen - this has still not been put into practice.

The hospital changed the format of its email addresses for its staff a while ago (8 months or so) and patients were not informed about this so my emails to the emergency IBD nurses were never picked up, to-date I hold an outdated business card for the IBD nurses.

I informed front desk of my change of address but whilst I was in consultation I noted that my old address was still showing up on the consultant's screen. I pointed this out but the consultant informed me that as long as front desk is aware - all my details will be updated. As I left I went back to front desk and enquired whether my address was in fact updated and I was told yes but I should also contact the secretary to my consultant to make sure they have updated it! Surely the staff can talk to one another or better still, a change in process is urgently required!

After a long wait, the consultant who saw me was really abrasive - that was my observation. my husband who was present said she was inhuman - no caring touch.

Anything else?

I moved hospitals because I felt with such a strong team of experts, this is the best place for my care but with so many basic but serious things going wrong I would consider changing.

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Responses

Response from St Mark's Hospital

We were sorry to learn of your experiences and would like to thank you for your feedback. This will be passed to the relevant management team for their information and action. However, if you wish to raise your concerns formally, please write to the Trust at the following address, Northwick Park & St Mark’s Hospitals, Watford Road, Harrow, Middlesex, HA1 3 UJ, or via email to Nwlh-tr.PatientRelations@nhs.net

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