Sharing your experiences of West Middlesex Hospital
Disclaimer
These experiences were collected during our outreach work. As such they tend to be more polarised than we find from visiting services and therefore may not be fully representative of the service. We'd also encourage people to read our recent reviews of the Hospital and the CQC report for the provider.
A&E and Urgent Care Centre
- Patient were positive about the quality of care they received when attending A&E or the Urgent Care Centre.
"The doctors looked after me very well and were very thorough. I can not praise them enough"
- Patients were negative about their experience if staff did not keep them up to date and informed about the next steps. In some experiences the department's environment was described as chaotic and, in some cases, the waiting time was long.
Inpatient care
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Patients who spent time on a ward were positive about their care, patients felt well looked after, and reported that staff were kind and informative.
This parent said that doctors had good social skills with children and communicated information around medicine, surgery etc. in a way that was easy to understand.
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There were a few concerns about staffing numbers and staff being overstretched trying to carry out their duties.
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There were negative experiences about discharge with poor communication the most common reason for this.
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Experiences of the care of the elderly was more negative. It was felt that patients spent too long in bed, were dehydrated and staff were not able to respond to a patient's request in a reasonable amount of time.
Outpatients
- The positive experiences commented on the good quality care and support given by doctors at outpatient appointments.
"The doctors are always excellent, I do not feel the appointment is rushed and feel properly listened to"
- The most common cause of negative experiences of outpatient care were problems with appointments, for example cancellation of appointments or arriving for an appointment that hospital staff had no record of.
Maternity
- Antenatal and delivery experiences were positive as staff were supportive and responsive to the individual's needs. This included good support with perinatal mental health.
"Staff were very on the ball with my history of mental health problems. They were consistent and caring in making sure I was OK"
- There were negative experiences of the postnatal ward as the environment was very busy and new parents did not feel staff provided all the support they felt they needed.
Thank you to Healthwatch Richmond for sharing with us the experiences patients have had of West Middlesex Hospital services and those of the Greenbrook Urgent Care Centre. Experiences from our patients are always useful in highlighting areas where we do well and where we can do better.
