Northwick Park Hospital
Watford Road, Harrow, Middlesex, HA1 3UJContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Excellent Hospital
Rated 5 stars out of 5
by Sean Doyle - Posted on 05 November 2023
I was there on Saturday 4/11/23 Kidney stones. The place was heaving but i was seen straight away, given painkillers and although i was there a while they were so busy i was just happy to have been seen so quickly overworked and underpaid Thanks for helping me
Visited Accident and emergency services on November 2023
Review titled Northwick Park Hospital
Replied on 08 November 2023
Dear Sir/ Madam, Thank you for your positive feedback in regards to your recent visit to Northwick Park Hospital. I am happy to read that although it was busy, you were seen promptly and given the treatment you needed. I hope you are feeling better now following this. Best wishes, Leanne Fernandes - Patient Experience and Engagement Lead
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Review titled Hospital pharmacy
by bhopo - Posted on 23 November 2023
Basically We were given a prescription by the doctor at A&E and these prescriptions you cannot give it to your local pharmacies. Either your GP can write that or one has to collect from Hospital pharmacy. People were waiting for 1.5 hours just to collect their meds which is so wrong as the same can be collected within 5 minutes at your local pharmacy. When I asked them why it is taking so long they kept on saying they are very busy, which I totally understand. Can we change this so that any prescription given at the hospital can be picked up at the local pharmacy? If you are discharged at 1 pm on any Saturday then the pharmacy at the hospital closes at 12:30, then what?
Visited November 2023
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Review titled Northwick Park Hospital
Replied on 30 November 2023
Dear Bhopo, Thank you for raising your concerns about the length of time you had to wait for your medication during your visit to the hospital. I am sorry that you experienced such long delays and for any distressed caused. Your feedback is valuable on how we improve our services to both out-patients and those patients being discharged. The pharmacy department does understand the frustration for patients and their carers waiting for medicines. The dispensary team is currently reviewing all areas involved in the preparation of medications for patients due to the implementation of an electronic prescribing system within the trust, to improve waiting times and the patient experience. The trust provides prescriptions which require supplies of medications to be dispensed from the hospital pharmacy only, as the medications are often specialist items that cannot be obtained from a local community pharmacy. There are a number of steps involved in the dispensing process including all prescriptions being clinically screened by a pharmacist for safety and efficacy before being labelled, dispensed and final checked. The pharmacy is open Monday to Friday 09:00 to 17:45 hours, Saturday 09:30 to 12:30 hours and Sunday/Bank Holidays 09:30 to 12:00 hours to allow patients to collect medications. Outside of these hours arrangements are in place for supply of urgent medicines which can be obtained via external pharmacies or pre-labelled packs. Discharges are planned to enable medicines to be supplied during opening hours prior to the patients discharge from an inpatient ward. Once again thank you for taking the time to contact the Trust to raise your concerns over the waiting times and I hope the systems we are putting in place will prevent future patients experiencing similar delays in obtaining their medications. Naina Patel Lead Pharmacist - Patient Services
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Review titled More staff needed at Pharmacy dept
by nitratedy56 - Posted on 17 November 2023
After receiving good and prompt treatment at the ENT clinic, I was prescribed ear drops to use, and which was sent electronically to the pharmacy dept as was a previous case. In going to the pharmacy at 1100 hours, quite a delay in registering and given a numbered ticket to collect it when ready, and advised by the display screen a wait of 50 minutes plus. After this period my number was shown and went to collect it from the collection point and had to wait about 15 minutes in the long queue as nothing was seen to be happening. When I arrived at the counter, I was dispensed the wrong prescription, and told to wait again whilst it was sorted out, and I would be called when it was ready which did not happen, and I waited another 30 minutes before going up to the counter to enquire, and told that my correct prescription had not been started, and to wait again until called to collect shortly as they they would expidited it. Nothing happened so I once more got into the queue to make enquiries to where it was, and when I eventually got to the front it was found straight away after being there for some time , and not notified it was there. I thought the idea of the initial wait was for the prescription to be got ready for collection when the ticket number was displayed, but my experience today seemed to be that it was only when you got to the counter that the items were collected and then given out, as some took about 10 to 15 minutes to sort out Someone needs to sort it out, as I fully accept that it is a busy department, and as such needs to be organised better than what it is ,as it is truly unacceptable to expect users to be treated in this way. I suggest that there should be more staff at the collection point to prevent an obvious bottleneck that it is, [Unsure about 'Staff attitude']
Visited November 2023
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Review titled Northwick Park Hospital
Replied on 20 November 2023
Dear nitratedy56, Thank you for your feedback, I am sorry that you experienced some negative aspects. We have passed on your feedback to the Pharmacy Team and they have requested that I include the below in my response to you: **Thank you for your correspondence in which you raised concerns about the length of time you had to wait for your medication during your visit to the hospital. I am sorry that you experienced such long delays and for any confusion caused, your feedback is valuable on how we improve our services to out-patients.** **The dispensary team are currently reviewing and amending dispensing processes for patients being seen in an out-patient clinics due to the implementation of an electronic prescribing system within the trust.** **Your feedback has been shared with the dispensary team to allow staff to reflect on their practices and will be used to find ways of improving systems.** **Once again thank you for taking the time to contact the Trust to raise your concerns over the waiting times and I hope the systems we are putting in place will prevent future patients experiencing similar delays in obtaining their medications.** **Naina Patel** **Lead Pharmacist - Patient Services** If you did want this looked into further, then please note that you can contact our PALS department on LNWH-tr.PALS@nhs.net with your patient details. Best wishes, Leanne Fernandes - Patient Experience and Engagement Lead
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Review titled Lots of love, support and dignified care
Rated 5 stars out of 5
by Anonymous - Posted on 28 November 2023
Hi, I had my hysteroscopy yesterday morning (27.11.2023) at the theatre unit. From the nurses to the doctors who cared for me there, they looked after me with smiles, kindness and respect. God bless them all! Thank you very much to the NHS who is providing this service for free.
Visited Anaesthesia services on November 2023
Review titled Northwick Park Hospital
Replied on 29 November 2023
Dear Service User, Thank you for sharing your experience following your recent procedure. Operations can be a daunting time so I am very glad to read that you had a very positive experience. I was especially happy to note that all staff members provided a caring service to you. I have shared this with the service leads and I am sure they will be equally happy. I hope you are now recovering well and many thanks again for completing this review. Best wishes, Leanne Fernandes - Patient Experience and Engagement Lead
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Review titled Great care from nurses and domestics
Rated 4 stars out of 5
by Barry LeRay - Posted on 27 April 2024
Had a mild stroke confirmed at10pm at my beloved Northwick Park Hospital, 3 hours wait in A&E, no bed available in a stroke ward so spent 14 hours in resus in A&E until a bed was available after after threatened to walk out and go home. 3 days stay and looked after very well by nurses and domestics the porters were a laugh and radiograhic department were brilliant, consultant were rubbish, more interested in one case his lunch appointment with a colleague while showing my burnt out braincells scan on a pc.......payrise? . no chance only people I saw working hard was the nurses, physios, domestics and porters, they deserved any earned every penny they got bless them. Consultants should be greatfull with what they get , so lazy I wouldn't give them a penny more.
Visited Stroke on November 2023
Northwick Park Hospital has not yet replied.
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Review titled Extremely poor customer service
Rated 1 star out of 5
by Berni Jennings - Posted on 12 October 2023
The answerphone to the department has been 'full' for 4 consecutive days, and despite phoning reception and PALS, I have been unable to make any contact with this department. This is extremely poor customer service.
Visited Oral and Maxillofacial Surgery on October 2023
Review titled Northwick Park Hospital
Replied on 17 October 2023
Dear Sir/Madam, Thank you for your feedback. I am sorry to read of your communication issues, As this platform is anonymous and you have mentioned that you have already tried a few contacts with no luck, please can you email our Patient Experience department with more details so we can look into this for you. Our email address is: LNWH-tr.PATIENTEXPERIENCE@nhs.net Thank you again for taking the time to leave your feedback and hope that we are in contact soon so that we can clarify any issues or concerns. Best wishes, Leanne Fernandes - Patient Experience and Engagement Lead
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Review titled Pharmacy at Northwick Park
by kax1310 - Posted on 18 October 2023
The Pharmacy at Northwick Park is confusing. Clarify the signs above the 3 hatches. A doctor told me to pick up medication. I’m not handing in a prescription and the other 2 hatches are not relevant. 3 of us were completely confused.
Visited October 2023
Provided by Care opinion
Review titled Northwick Park Hospital
Replied on 18 October 2023
Dear kax1310, Thank you for taking the time to leave your feedback on the Pharmacy department at Northwick Park Hospital. I am sorry to read that you faced some confusion in relation to your prescription. I shared this feedback directly with the team and they wanted to respond with the below to you: _Thank you for your feedback and we are sorry for the confusion. We will review and change our signage so that they are less confusing. _ _A recent change to how we receive prescriptions has made the process very confusing and without going into the jargon, from our perspective, you are technically dropping off a prescription. But we recognise this distinction is not very helpful or meaningful for our patients and our signage can definitely be improved. Thanks again for the feedback and we will make some (hopefully positive) changes as soon as possible._ I hope that you got things sorted eventually and again apologise for your experience. If you wanted to contact our PALS department for anything looked into further then you can email them on LNWH-tr.PALS@nhs.net. Best wishes Leanne Fernandes - Patient Experience and Engagement Lead
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Review titled Trying to get a prescription
by Valerie846 - Posted on 12 October 2023
I was given no number when I handed in my prescription so waited for 20 mins. Till I noticed numbers were appearing on a board. Back to the kiosk, where everyone is very busy doing prescriptions but apparently ignoring the patients waiting to be seen despite repeated calling. I think they need a bell, or a light, or some means of communication with the person in the queue.
Visited October 2023
Provided by Care opinion
Review titled Northwick Park Hospital
Replied on 17 October 2023
Dear Valerie846, Thank you for taking the time to share your feedback regarding your recent visit to Northwick Park Hospital. Please see here a response from pharmacy regarding your comments - _Thank you for your feedback and we are very sorry to hear about your negative experience with us in pharmacy. We have been trying out new ways of working following a change in our Trust prescribing systems and still have a few issues to worth through. You should have been given a ticket when you handed in your prescription, that was a mistake on our part – sorry about the confusion this caused._ _Your suggestion of a bell is a good one, we will look into this or other ways to allow patients to bring attention to themselves when visiting our pharmacy._ _Thanks again for your feedback._ Kind regards, Emma Calnan- Patient Experience Officer
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Review titled Timely and proper treatment
Rated 4 stars out of 5
by Gunjan Agarwal - Posted on 27 November 2023
My son had to be taken emergency stitches on his forehead under general anaesthetic and the whole team was so lovely and looked after my little boy
Visited Children's & Adolescent Services on October 2023
Review titled Northwick Park Hospital
Replied on 29 November 2023
Dear Service User, Thank you very much for leaving feedback following a visit to the Emergency Department. I am pleased to read that your son was well looked after and hope that he was not in too much pain. I have relayed your message to the team so that your kind words can be noted. Many thanks again and I hope that your son is recovering following the stitches Best wishes, Leanne Fernandes - Patient Experience and Engagement Lead
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Review titled Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 31 October 2023
When I been to do the pre-assessment for vascular surgery, they told me to come to the hospital at 7:30am to Surgical assessment unit (Level ). They made me wait until 5pm and said surgery is cancelled. This is not the first time, vascular surgery team cancelled my surgery third time now. I was waiting for my surgery to be done without any food or drink for more than 20hrs. This is much of wasting my time and affecting my job, where I need to arrange someone to cover my shifts. I would say this is one of the worst surgery team I have ever seen and I’m disgusted by the way they carry out the system. The waiting room was also very cold.
Visited Vascular surgery on October 2023
Review titled Northwick Park Hospital
Replied on 03 November 2023
Dear Sir/Madam, Firstly, thank you for leaving your feedback and I am very sorry to hear of your circumstances and disappointing experience. As this platform is anonymous I do not have any patient data but have still looked into this. I have spoken directly with both the vascular and SAU departments who both want to apologise also. They have both wanted to give you some insight into things so I will detail below what they have mentioned: The vascular team were very sorry that the procedure had to be cancelled on numerous occasions. The team uses one theatre to operate on all patients however if there is an emergency case this will then take over and will be prioritised meaning procedures do get cancelled due to lack of capacity. This is something that the senior management team are aware of and will hopefully resolve such issues. In terms of the SAU team, they have apologised for the facilities issues you have mentioned. There is a radiator present but depending on location within SAU, it might not have been on as it is centrally operated by Estates.They will look to investigate the feasibility of Estates installing additional wall-mounter radiators, to help improve the Waiting Area patient environment. Apologies again for the inconvenience caused and I hope that you get rebooked soon. If you do wish to contact us with your details, you can contact PALS on LNWH-tr.PALS@nhs.net where the team can assist you. Best wishes, Leanne Fernandes - Patient Experience and engagement Lead
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Information supplied by London North West University Healthcare NHS Trust