"All of the staff yesterday in ..."

About: Northwick Park Hospital

(as a relative),

What I liked

All of the staff yesterday in A&E were working at full tilt but there was still an air of calm organisation. I was really impressed. The doctor who saw my elderly friend was excellent - she had been really busy (we had to queue for a cubicle) and was at the end of her shift but she gave her full attention and a thorough examination. Her bedside manner was brilliant and she was really kind but efficient. The staff later on the Medical Assessment Unit were helpful, kind and efficient and the ward was very clean and orderly.

What could be improved

A&E was so busy we had to queue for a cubicle and we had come by ambulance. The place was not as clean as it could have been - the trolley mattress, which had just been vacated, was wiped with anti-septic spray but not the rails or anywhere else. The cubicle floor was dirty and sticky and there were bits of rubbish around. In the 2 hours we were there, someone came to sweep the floor with a duster type thing, but the floor was not mopped at all. It was a feature of there not being enough staff to do that kind of job - the medical staff were simply too busy with other things. I have given the clean rating as 'acceptable' as an average only because the Medical Assessment Unit where she went afterwards was really clean and nice.

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Response from Northwick Park Hospital

Thank you for your positive comments about our staff in A&E.

I was concerned to learn of the other issues you have raised. Your comments are important to us and we would like to investigate the issues you have raised. If you are happy for us to correspond with you directly about these issues, please contact us by calling 020 8869 2026. If you do not wish to contact us, please be assured that we will still pass your comments onto the relevant manager so that they can initiate an investigation.

Thank you for taking the time to the contact The North West London Hospitals NHS Trust.

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