"Cleanliness and hygiene"

Dear Siddy,

Thank you for taking the time to leave your feedback. I was pleased to read the positive aspects of your care that you have explained.

I note that you have specified negative aspects of cleanliness of facilities and wanted to share these elements with the Facilities team who look after this area. They wanted to respond directly to you with the following:

The cleaning service at London Northwest University Healthcare NHS Trust is provided by Medirest, in line with a detailed service specification that outlines the responsibilities and expectations of the service. All cleaning staff receive comprehensive training to ensure they meet the standards required by both Medirest and the Trust. In addition, regular supervisory checks are carried out to monitor the quality of service.

I would like to extend our sincere apologies for the recent lapse in cleaning standards, particularly concerning the floors and toilet facilities in Emergency Department of Ealing Hospital.

We fully understand the critical importance of hygiene and cleanliness in a healthcare setting — not only for patient comfort but also for infection prevention and overall safety. The conditions observed did not meet our expected standards, and we regret any inconvenience or concern this may have caused.

Please be assured that we are taking immediate corrective actions, such as:

A thorough deep clean of all affected areas

A review of current cleaning protocols

Increased frequency of inspections and monitoring

Maintaining a safe, clean, and dignified environment for our patients, visitors, and staff is a top priority. We appreciate your understanding and ongoing support as we work to ensure this issue is fully resolved and does not recur.

If you have further concerns or notice anything out of place, please do not hesitate to bring it to our attention.

Kind regards

Elena Chatziiordanou

Acting General Manager

Many thanks again for informing us of your experience.

Best wishes,

Leanne Fernandes