West Middlesex University Hospital
Twickenham Road, Isleworth, Middlesex, TW7 6AFContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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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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Review titled Wonderful caring and thorough treatment
Rated 5 stars out of 5
by Anonymous - Posted on 22 April 2023
I want to thank you so much for the incredible care I received in a&e. Despite a very busy time, and very challenging conditions, I was treated with such care and kindness throughout. The team could not have been more thorough or thoughtful. The doctor was brilliant at communicating everything and made a special effort to reassure me about my pregnancy. The nurses were all really kind and skilled and I felt they cared for me each step of the way. I noticed some of the other team members, like the technicians, were also really lovely and on the ball with sorting so many things.
Visited Accident and emergency services on April 2023
Review titled West Middlesex University Hospital
Replied on 24 April 2023
Dear writer, Thank you for your lovely feedback. We as a Trust take pride in being open and honest with our patients, as well as demonstrating unfailing kindness. I am happy to read that you had such a wonderful experience and will be sure to feed your kind words back to the A&E department. All the best, Camelia Patient Experience Co-ordinator
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Review titled Exceptional service
Rated 5 stars out of 5
by Ros Brown - Posted on 16 April 2023
Exceptional care from a &e team on duty in morning of Fri 14th April following my dislocating my shoulder and fracture of humerus and clavicle.everyone was kind and efficient and I was even able to go home by 11.30 am
Visited Accident and emergency services on April 2023
Review titled West Middlesex University Hospital
Replied on 20 April 2023
Dear writer, Thank you for taking the time to feedback your positive experience attending The West Middlesex A&E department. I am pleased to read that you received excellent care and will be sure to feed your great experience back to the department. Kind regards, Camelia Patient Experience Co-ordinator
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Review titled Not compassionate,rude and unfriendly
Rated 2 stars out of 5
by Anonymous - Posted on 04 April 2023
From the receptionist to the nurse and the doctors, staff were rude, showed no compassion and quite unfridly. It felt like they were angry with you for bringing your child to urgent care. Who wants to spend their whole day waiting in urgent care if their problem doesnt bother them. Receptionist could talk on their mobile phone whilst checking you in. Nurse was so intimidating and uncaring. Really bad experoence.
Visited Accident and emergency services on April 2023
Review titled West Middlesex University Hospital
Replied on 24 April 2023
Dear writer, Thank you for taking time to feedback your recent experience at the Hospital. I am sorry to read that you had such a bad experience. Unprofessionalism and lack of care towards our patients is something that we don't tolerate; as we take pride in putting our patients first and displaying kindness. If you would like to discuss your experience further, or would like to raise it as a concern, please get in touch with our PALS team: PALS e-mail: chelwest.wmpals@nhs.net Kind regards, The Patient Experience Team
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Review titled Terrible system in AEC
Rated 1 star out of 5
by Anonymous - Posted on 22 April 2024
Shockingly bad experience. After checking in and queueing patiently for 3 hours, I enquired strongly and it was finally apparent I wasn't in the system correctly, at least in the nurses system, so I was starting the queue after 3 hours waiting in vain. This systemic issue is abysmal , especially given it's something that could have been fixed very easily and shouldn't even occur in the first place!!!!
Visited Accident and emergency services on April 2023
West Middlesex University Hospital has not yet replied.
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Review titled Uncompassionate nurse
Rated 1 star out of 5
by Anonymous - Posted on 08 April 2023
Where in the most part staff were ok one nurse was very indifferent and uncompassionate to my husband. He went when he had a fall on night out not a general constant drunkard but just an unfortunate accident on a night out felt like she thought it was his own fault for drinking and treated him very differently to other patients very unprofessional
Visited Accident and emergency services on April 2023
Review titled West Middlesex University Hospital
Replied on 24 April 2023
Dear Writer, Thank you for your feedback. I am sorry to read that your experience has not been great. If you would like to discuss your experience further, or would like to raise it as a concern, please get in touch with our PALS team. PALS e-mail: chelwest.wmpals@nhs.net I hope your Husband is doing better and I wish him a speedy recovery. Best wishes, Camelia Patient Experience Co-ordinator
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Review titled Brilliant care
Rated 5 stars out of 5
by Kevin Chamberlain - Posted on 12 April 2023
I was admitted via a and e and spent 2 weeks in lampoon ward and 2 days in syon 1. The professionalism and care I had was superb right from a and e staff to ward staff from my consultant through to food and drinks staff. My consultant kept me informed of what treatment and why I was needing it. In particular the nursing staff on both wards were excellent especially since it was a difficult period having Easter followed by the doctors strike. Outstanding service all round.
Visited Respiratory Medicine 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 from your recent attendance at West Middlesex hospital. I am really pleased to read that you received brilliant care throughout your time at the hospital. We will make sure to inform the departments of your wonderful feedback. Best wishes, The Patient Experience Team
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Information supplied by Chelsea and Westminster Hospital NHS Foundation Trust