"Positive, refreshing and friendly."

About: Hammersmith Hospital

What I liked

My daughter and I travelled from south Wales to attend the clinic for an initial consultation. At the reception we received friendly, prompt and informative advice about where we should go and then reaching Desk D Emma was 'booked in' by a friendly and efficient member of staff (whose name I did not record). The nurse who weighed Emma was most friendly and efficient. Although there was a delay in Emma meeting with the consultant and nurse, they both warmly welcomed us and the whole consultation was open, most informative (even though the paper records forwarded by Emma's GP to the consultant were incomplete in respect of some important information relating to Emma's previous treatment in south Wales), friendly and efficiently conducted and when we left Emma considered she had been positively listened to, treated with respect and dignity, provided with relevant information and given positive information about outcomes possible for her diagnosed condition. The consultant and the nurse also discussed with Emma considerations about funding between differing health providers.

In the time we spent with the consultant and the nurse we left feeling the most positive we had felt in some time.

Having to rush to catch the train connection to south Wales, we were directed back to the receptionist to order a taxi. I spoke with the same lady we had met on our arrival (again whose name I do not know) and within minutes a taxi arrived and we were taken to Paddington in time for our train.

The whole experience of visiting Hammersmith Hospital was for me very positive and for Emma it proved completely reassuring and for her was somewhat like a 'breath of fresh air'. The staff we met should be congratulated for the service they provided to complete strangers.

What could be improved

For us, nothing.

Story from NHS Choices

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