West Middlesex University Hospital
Twickenham Road, Isleworth, Middlesex, TW7 6AFContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Poor receptionist no adequate training
Rated 2 stars out of 5
by Joe - Posted on 08 July 2023
Went for my child’s dermatology Appointment after a wait of 6 months at west Middlesex hospitaljust to find out that there is a delay as the doctor was running late. No prior information to the patient’s. Waiting area in dermatology area found at that there is no air con working , upon request to the receptionist they couldn’t help, Such a shame and that to in this hot weather conditions Totally Shameful
Visited Dermatology on July 2023
Review titled West Middlesex University Hospital
Replied on 11 July 2023
Dear writer, Thank you for your feedback. I am sorry to read of your disappointment with the service. If you would like to raise this as a concern or make a complaint, please contact our PALS team: chelwest.wmpals@nhs.net. Kind regards, Camelia Patient Experience Co-ordinator
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Review titled Kind, caring group of people!
Rated 5 stars out of 5
by Anonymous - Posted on 23 July 2023
This has been my first visit to Maternity triage and the staff right from the initial phone call were so kind and empathetic. I was seen very quickly and was never made to feel like I had wasted anyone’s time by coming in. They showed so much care with every patient. I am happy to know I will be giving birth in their care.
Visited Maternity services on July 2023
Review titled West Middlesex University Hospital
Replied on 23 August 2023
Dear Writer, Thank you for taking the time to share your feedback. I am happy to read about the wonderful care you have received so far. I will be sure to pass your kind words on to the Maternity triage team. Wishing you the best of luck on your beautiful journey. Best wishes, Patient Experience Manager
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Review titled Fantastic practice
Rated 5 stars out of 5
by Margaret Gillespie - Posted on 02 August 2023
Excellent service on both visits Staff were exceptionally personable and friendly Waiting time was extremely quick 15 minutes in total to remove cast and see the doctor Follow up letter was so personally tailored they even mentioned my sons forth coming wedding I can’t praise the team enough Thank you so much
Visited Orthopaedics on July 2023
Review titled West Middlesex University Hospital
Replied on 23 August 2023
Dear Writer, Thank you for taking the time to share your lovely feedback and; Congratulations to your Son! If you would like to get in touch to provide further details please contact us on: chelwest.patientexperience@nhs.net We can then pass your feedback on to the relevant teams involved. Best wishes, Patient Experience Manager
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Review titled Saved my husbands life
Rated 5 stars out of 5
by Kazz & Allan - Posted on 11 October 2023
Rushed my husband in thinking it could be kidney stones, turned out to be a tumour. The admin,nurses and doctors were absolutely amazing. The reception booked him in so quickly and he was seen straight away, he was in extreme pain. They done a CT on him and informed us the bad news, The doctor that told us was amazing and so caring and showed so much compassion, The nurses supported us the hole time he was there. I could not thank them all enough. We both was very emotional and they all showed us so much care and support, he got follow ups with days. Everything was so quick. They were amazing... everyone that was involved i could not praise enough. You all played a huge part in saving his life and we cannot thank you enough !!!! even when we had to rush him back due to a complication after the Operation again everyone acted so quickly and knew straight away what was wrong with him and acted on it. Thank you so much for saving his life !!!!!
Visited Accident and emergency services on July 2023
Review titled West Middlesex University Hospital
Replied on 18 October 2023
Dear writer, Thank you for your your review. We are happy to read that your Husband received amazing care from our Doctors, Admin and Nurses. We are pleased to read that he is doing well. Best wishes, The Patient Experience Team
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Review titled Very bad and rude staff at A&E
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2023
I went to A&E for a wound , I registered myself at reception and the lady there was very rude to me, I almost cried the way she talked to me, she said why I am here for and why i call 111 , she said that I am not having emergency so there was no need to call 111 before coming here , I called 111 because I had a bleeding wound. The same happened with me few weeks eforr when A&E staff at reception started laughing at me while I was talking to her , I felt very bad, this is very normal , laughing at patients , insulting them , being rude with them because they think and believe that nothing will happen against them and they are very strong. At the reception and in the waiting area there were notices about abuse and respect with staff. In reality your staff need more training on how to talk to a patient with respect.
Visited Accident and emergency services on June 2023
Review titled West Middlesex University Hospital
Replied on 15 June 2023
Dear writer, Thank you for your feedback. I am sorry to read of your experience. It's sad to read that this has happened on more than one occasion. Please can you contact our PALS team ( chelwest.wmpals@nhs.net ) to raise this as a concern so that it can be looked into further. Many thanks, Camelia Patient Experience Co-ordinator
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Review titled A & E fast and caring response
Rated 4 stars out of 5
by Anonymous - Posted on 09 May 2023
Thanks to all those working at A&E on Sunday. My wife had dislocated her shoulder and was in lots of pain. The staff were really lovely and professional.
Visited Accident and emergency services on May 2023
Review titled West Middlesex University Hospital
Replied on 15 May 2023
Dear writer, Thank you for your feedback. I am glad to read of your great experience. We will share this feedback with the department. Best wishes, Camelia
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Review titled Very rude senior nurse staff
Rated 1 star out of 5
by MARCIN - Posted on 01 June 2023
An unprofessional, rude reception staff who raised their voice when dealing with a patient who had difficulties understanding English. Refused a family member to translate and refused to get an interpreter either. This department should be should down!Felt like at a Police station.
Visited Accident and emergency services on May 2023
Review titled West Middlesex University Hospital
Replied on 06 June 2023
Dear writer, Thank you for taking time to share your experience. Your feedback is very concerning and so we would like to look in to this further in order to ensure this does not continue and happen to any other patients. Please can you contact us with details of the department where you witnessed this, so that we can bring it to their attention. Our contact address: chelwest.patientexperience@nhs.net. We look forward to hearing from you. Best wishes, The Patient Experience Team
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Review titled Interrogation
Rated 2 stars out of 5
by Anonymous - Posted on 08 May 2023
I found most of the staff I encountered to be friendly, professional and caring, all except 1. I attended A&E following above from 111 due to some palpitations and mild chest pain. I was initially seen relatively quickly and had what felt like appropriate checks. Waited around 2 hours for results of blood test and this is where it went a little wrong. I sat in the waiting area, where they told me to go. But the doctor said he couldn't find me. He telephoned me and said "I have hope results, please don't hang up until I find you, I can't afford to lose you again" instantly I'm worried. He takes me into a small room with just 2 chairs. He does not tell me my test results but proceeds to question me about my symptoms. When I told him he was making me feel rather worried, he pulled a face and said "am I? And why is that? This is how things work" his attitude was not very nice and I think purposely trying to make me feel that I was in the wrong. It was horrible. I just think if someone comes in for tests on their heart and the results are OK, lead with that. I don't think I've ever been so frightened in a conversation in my life. I had to ask him twice what the results said. Disgusting. I would not visit this department out of choice following this experience
Visited Accident and emergency services on May 2023
Review titled West Middlesex University Hospital
Replied on 15 May 2023
Dear Writer, Thank you for your feedback and I am sorry about your experience. Your feedback will be shared with the West Middlesex A&E to help improve the service. In the meantime, if this is something you would like to discuss further or raise as a concern, please contact our PALS team chelwest.wmpals@nhs.net. Best wishes, Camelia Patient Experience Co-ordinator
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Review titled fantastic treatment
Rated 5 stars out of 5
by Paula - Posted on 24 April 2023
I had breast surgery last week apart from the initial wait in the elective surgery which was terrible unprofessional and no confidentiality whatsoever, the anethasists, doctors and nurses were fantastic helpful and caring. They made me feel very comfortable and at ease
Visited Breast Surgery on April 2023
Review titled West Middlesex University Hospital
Replied on 27 April 2023
Dear writer, Thank you for taking time to share your feedback with us. I am pleased to read that the Doctors, Nurses and anaesthetist were fantastic, helpful and caring. I am happy they made you feel comfortable and at ease; as we are a Trust that takes pride in putting patients first. I am,however, saddened to read that your experience during your initial wait in the elective surgery was not positive. Considering the points you have raised, regarding unprofessionalism and confidentiality, I would suggest raising this with PALS; if you would like to discuss this further or raise them as a concern. PALS email: chelwest.wmpals@nhs.net Best wishes, Camelia Patient Experience Co-ordinator
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Review titled Outstanding care
Rated 5 stars out of 5
by Anonymous - Posted on 12 April 2023
I went to A&E around 5am on a Sunday with severe abdominal pain. Despite chronic understaffing and overcrowding, everyone from the receptionists to the nurses and doctors were excellent. I was able to see a doctor in under 2 hours, which is unheard of these days. I was examined and given a likely diagnosis and referred back to my GP, which turned out to be the right call. It was a positive experience despite my pain, and the tremendous difficulties facing the staff.
Visited Accident and emergency services on April 2023
Review titled West Middlesex University Hospital
Replied on 21 April 2023
Dear writer, Thank you for taking the time to feedback your experience attending The West Middlesex A&E department. I am happy to read that you received outstanding care and overall had a positive experience. We will inform the department of your pleasant feedback. All the best, The Patient Experience Team
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Information supplied by Chelsea and Westminster Hospital NHS Foundation Trust