Barnet Hospital
Wellhouse Lane, Barnet, Hertfordshire, EN5 3DJContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Safety concern
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
I went to visit my mother in Rainbow ward this evening. It is the first time I’ve been to this hospital besides A&E on Saturday evening, no problems there. I have never seen anything like it before, patients in room alone with just a button to press for help. My mother’s button was way out of reach for her and even if it was nearby she was too unwell to use or understand what it was for. When I got there her bed sheets were soaked and she needed changing, I asked how it works in the ward, I thought maybe they were being monitored by cctv. I was told they just have to press the button for help. Also the bed was high and my mum is high risk for falls. She could have very easily got out of the bed or rolled off it if she was a little more her usual self. When I got home I called the ward three times but no answer, I called the switchboard and was told rainbow ward never answers the phone even for them. It was also quite cold in the room She was in which is very unusual for hospitals. I think I’m going to have a sleepless night tonigh worrying about my mum. I will never use have my mum in this hospital again. I’m seriously concerned for her safety.
Visited Geriatric Medicine on December 2022
Review titled Barnet Hospital
Replied on 20 December 2022
Dear reviewer. We're very sorry to read that you have concerns about your mother's care and we'd like to look into this ASAP. Could you please email us directly with your mother's name and any other useful details, so that we can forward this to management. Please email: rf.bh-patientexperience@nhs.net - In the meantime, we've forwarded your comments to Rainbow ward management, but they'll need to be able to identify the patient to proceed further. Many thanks, the patient experience team.
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Review titled Poor Comms
Rated 3 stars out of 5
by MR EDWARD DOHERTY - Posted on 27 March 2023
I was referred by a consultant at Barnet for surgery at Royal Free Hospital on 16th December 2022. After 4 months i have not had any written or digital confirmation from anyone and i am worried that i have slipped off the radar. I have made 4 phone calls to Barnet urology and each person said that "they would get back to me". Clearly that has not happened and it is frustrating and worrying that the lack of contact suggests i may not even have made it on to a surgery waiting list
Visited Urology on December 2022
Review titled Barnet Hospital
Replied on 28 March 2023
Dear Mr Doherty, we're sorry to read that you haven't received any correspondence about surgery after four months and that you haven't heard back from staff in urology who said they would get back to you. I will flag this to management, but I would also encourage you to contact our Patient Advice and Liaison Service (PALS), to have them look into this for you. PALS can be contacted by email at bcfpals@nhs.net or telephone on 0208 216 4924. Hopefully we can get this resolved asap. Apologies again for your poor experience. Kind regards, the patient experience team.
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Review titled Wonderful staff
Rated 3 stars out of 5
by Ms wallace - Posted on 30 December 2022
Attended due to wrist fracture on ice. Despite being extremely busy the staff were attentive and helpful. The trio of nurses who manipulated and caste my arm were obviously experienced and explained all the procedures. Follow up care was slow but again staff great.
Visited Accident and emergency services on December 2022
Review titled Barnet Hospital
Replied on 30 December 2022
Dear Ms Wallace, many thanks for the kind review of your experience in our emergency department. We're very glad to read that despite the pressures the department is under, that staff were very attentive and helpful to you. We've passed your comments to our colleagues, who will be pleased to read this. Wishing you a speedy recovery, the patient experience team.
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Review titled Awful clinic
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2022
Arrived 10 mins before appointment time for my daughter’s check up. Checked in to the receptionist and were told to sit down and wait. 2 patients came after us and was seen before us. After waiting 30 minutes I asked the receptionist how long we needed to wait and she answered “Ask the nurse”, but no nurses were to be seen. After another 15 minutes, I went to where the nurses were and found one. I told her we were waited for 45 minutes since the appointment time and she asked me the name of my daughter so she can check if she was checked in. In a few minutes the nurse went to receptionist and told her to check my daughter in then came to us and told us that we were not checked in, which was why they didn’t know that we were in. I told her we checked in and the nurse insisted that we weren’t checked in and that it was not her fault. Instead of being calm and apologetic, she made us feel like it was our fault. Nurses are supposed to be caring, not rude. And the receptionist didn’t care and acted like nothing happened.
Visited Oral and Maxillofacial Surgery on December 2022
Review titled Barnet Hospital
Replied on 20 December 2022
Dear reviewer, we're very sorry to read that you've had such a poor experience at a Barnet clinic recently. We're also sorry to read that after a long wait and having to find a nurse to speak to about it, that you discovered your daughter hadn't been checked in and that staff were unapologetic about this. This is certainly not the experience we would want for our patients, so if you haven't already we would suggest emailing Patient Advice and Liaison Service (PALS), who can look into your experience further for you. PALS can be contacted by email at bcfpals@nhs.net or telephone on 0208 216 4924. In the meantime, we send you our best wishes. The patient experience team.
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Review titled Very good service
Rated 4 stars out of 5
by VHarrison - Posted on 02 January 2023
I attended for a walk in X-ray between Xmas and New Year. I was expecting a long wait, but was seen promptly and treated kindly and courteously from reception onwards. What a great service. Press reports etc made me worried in advance, so I am writing this to recognise the excellent service and to reassure others.
Visited Accident and emergency services on December 2022
Review titled Barnet Hospital
Replied on 09 January 2023
Dear reviewer, thank you for taking the time to highlight such a positive experience with our emergency department. We're glad to read you were seen promptly and treated kindly. We'll pass on your comments to our colleagues who will be delighted to read this. Best wishes, the patient experience team.
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Review titled rude attendance
Rated 1 star out of 5
by Anonymous - Posted on 24 December 2022
Entering the emergency a discussion escalated because the security didn't let me accompany a disable patient unable to check-in by herself it was embarrassing overwhelming and an unnecessary situation. Afterwards the pre-assessment personal excluded me to help the individual to express itself about her symptoms, were disrespectful and disregarded the patient thoughts.
Visited Accident and emergency services on December 2022
Review titled Barnet Hospital
Replied on 28 December 2022
Dear reviewer, we're very sorry to read that a disagreement occurred as security did not want you to accompany a disabled patient in our emergency department. We also note that you were unable to do so in the pre-assessment unit and found staff to be disrespectful. This is not what we would wish for our patients, their loved-ones and carers, and so if you haven't already, we recommend contacting our Patient Advice and Liaison Service (PALS), who can look into your experience further for you. PALS can be contacted by email at bcfpals@nhs.net or telephone on 0208 216 4924. In the meantime, we have passed your comments to management for their consideration. Our apologies again for your poor experience in our emergency department. Kind regards, the patient experience team.
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Review titled Wonderful Care
Rated 5 stars out of 5
by Jane - Posted on 23 November 2022
From the pharmacist at Boots, 111, the amazing ambulance crew from Hemel to all the staff at Barnet. I was treated with the utmost respect and care, so many tests done in such a short space of time. Sent off with a clean bill of health and never once made to feel like I was wasting anyone's time. Thank you, you are all amazing xx
Visited Don't know on November 2022
Review titled Barnet Hospital
Replied on 24 November 2022
Dear Jane, thank you for leaving feedback about your recent experience at Barnet emergency department. We're very glad to read that you were treated with the utmost respect and care and that you didn't have to wait too long for your tests. We'll be sure to pass on your kind comments to our colleagues. Kind regards, the patient experience team.
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Review titled Care and attention
Rated 4 stars out of 5
by Viviane Potter - Posted on 16 November 2022
Excellent care and attention by all members of staff today - procedure and follow up explained by consultant and support staff - I can’t fault the National Health - many thanks-
Visited Dermatology on November 2022
Review titled Barnet Hospital
Replied on 24 November 2022
Dear Viviane, thank you for taking the time to leave a review of your experience with Barnet hospital recently. We're very glad to read that you've had excellent care and attention from our colleagues and we'd love to be able to pass on this feedback to them. If you would be happy to email us at rf.bh-patientexperience@nhs.net with the name of the ward you were on or the team who looked after you etc., we'll make sure it gets to them. Kind regards, the patient experience team.
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Review titled Disgrace A&E
Rated 1 star out of 5
by Alena - Posted on 27 November 2022
I accidentally sliced a part of my arm skin and I required stitches for a deep open wound. Upon arrival to Barnet A&E centre at 18:00hrs on 26th November I was asked to go to UTC Urgent Treatment Centre where I was told by a nurse who assessed my arm that I will need to see a practitioner nurse or a doctor to stitch the wound up. After approx 3 hour wait I was advised by the nurse who assessed my arm on arrival that there was just one more person in front of me before I was going to be seen next. Approx 10 mins later, the same nurse advised me that the doctor who was running the UTC decided to finish the patient service as he wanted to go home and that she was transferring me back to A&E queue. The wait there to see a doctor as advised by the A&E Senior Nurse via a radio intercom was 8-10 hours long. In the end I have sat in the A&E room on a chair awaiting to be seen for 13hours. It was extremely cold in that room all night as the A&E department automatic front doors were kept being open all night due to people walking in/out of the A&E and there were over 160 other patients waiting to be assessed. Due to having expressed my view on the disgraceful situation of the chaos in that A&E room and the conditions at which the patients were being kept and treated by the members of the A&E team, I felt I was deliberately being pushed back to the end of the queue as a result of me speaking up. There were 4 patients left in the A&E room including me when I was finally seen by a doctor at 7.30am on Sunday 27th November by which time it was over 13hours wait from the time when I arrived to Barnet A&E.The whole stitching up process took approx 20mins. I have requested a discharge report from the doctor who advised me that he would write it up and it would be the first one to complete as he was finishing his shift at 8am. He asked me to wait in the A&E room. I saw him at 8.30am passing by in the A&E waiting room and I reminded him that I was still waiting to receive the discharge report. He told me that he will complete it in 5mins. I approached the nursing station just before 9am as I couldn’t wait in that room any longer and I was advised that the doctor went home and that no discharge report was completed by doctor. By that time I have spent 14 hours at Barnet A&E department. It is an absolute disgrace the way myself and the other patients have been treated at Barnet A&E department. I think it is an abuse of the patients to keep people waiting for such a prolonged time in a freezing room with small and uncomfortable chairs to sit on for many hours. Some people did not even have the chairs to sit on and they had to stand. The NHS system is clearly not working well, it is putting a strain on the doctors and nurses who have no empathy, kindness or even some human decency left as they are under too much pressure to provide a conveyor belt type of medical urgent care service with limited resources.
Visited Accident and emergency services on November 2022
Review titled Barnet Hospital
Replied on 12 December 2022
Dear Alena, thank you for taking the time to share your experience of Barnet emergency department. We're very sorry to read that you were sent back to the ED queue after waiting in the UTC for three hours, and proceeded to wait another 13 hours in total, in a cold and very busy waiting room. We also note that you did not receive your discharge report after chasing for this. This is certainly not the experience we we would wish for our patients and so if you haven't already, we would suggest speaking to our Patient Advice and Liaison Service (PALS), who can look into your experience further for you. PALS can be contacted by email at bcfpals@nhs.net or telephone on 0208 216 4924. In the meantime, please be assured that your experience has been relayed to management. Again, our apologies that you've had a poor encounter with Barnet emergency department and we hope you are recovering well. Kind regards, the patient experience team.
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Review titled Phlebotomy Department
Rated 4 stars out of 5
by Anonymous - Posted on 04 November 2022
The only downside was the wait in the que waiting to be booked in (stood in line for 20mins) but that was mainly down to other patients, receptionist did all that she could with the matters at hand. I've had my bloods taken here twice now and they have been the best place I've ever been to, normally most places struggle to take my bloods due to the veins being deep and you cant see them, but twice now in and out with no issues, really professional people working in this department!
Visited Don't know on November 2022
Review titled Barnet Hospital
Replied on 09 November 2022
Dear reviewer, thank you for reviewing your recent experience with the phlebotomy service. We're sorry that the queue took 20 minutes but we're very glad to read that the staff were very professional and managed to draw blood efficiently for you. We've passed on your kind comments to management. Kind regards, the patient experience team.
Information supplied by Royal Free London NHS Foundation Trust