"Teenage daughter"

About: West Middlesex University Hospital

Anything else?

Communication to me as a parent was extremely poor. Went to get a few things for her and when I returned I got bounced between A&E and the main reception desk several times trying to find someone who knew whether she was still in A&E or had been admitted to the ward. The A&E desk was unstaffed for 10/15 minutes. Eventually a filing clerk came to say she didn't have access to the computer. She could have put her head roung the corner to ask the paediatric desk? Got to the ward and found a mental health nurse sitting next her. Nobody explained to me who this was I had to ask. We had a few over the stay. None wore a uniform and the CAMHS doctor mistook one of them for my husband. Signs to Starlight Ward very poor? Had no more than a two minute conversation with a doctor about her medical status in the two days she was there. Had to google to work out why they were using a heart monitor. It felt inappropriate that she (teenager with mental health problems) was sharing a bay with tiny kids with broken arms. Had gone home to sort a few things out and received a phone call requesting me to come back. Made it by the agreed time of 20 minutes to find the doctor did not bother to wait. Staff habitually used the parents room - so much so that I thought I had strayed into a staff room by mistake. There is no sign saying Parents Room if that is what it is? I do not want to overhear a phone call staff are making about another patient so retreated. At a different time other staff in there asked me if I needed help (to make a cup of tea). No, I want to sit here and make a few phone calls without my daughter hearing, but you are taking up all the seats and are going to listen to everything. Would be helpful to have 'Information for Parents' leaflet so that we know what time meals are, whether that is a parents room and so on. Need a free withdrawals cash point machine next to the carpark machine. Two positives: liked the new data system - no more repetiiton of address, DOB etc: and, staff were not moaning about anything (a constant feature of visits in the past). Some great nurses with good interpersonal skills. My younger daughter now wants to be a nurse.

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Response from West Middlesex University Hospital

Thank you for your feedback about your experiences in our hospital. We would like to apologise that these did not meet the high standards we aim for. You have raised a number of issues covering different aspects of care within our hospital. We have attempted to investigate these but unfortunately it is difficult without more specific information. We would like to have the opportunity to look into the issues you have highlighted and would urge you to contact us via our patient advice and liaison service (PALS) team on pals.service@wmuh.nhs.uk / 020 8321 6261. All feedback we receive via NHS Choices is reported at our Patient Experience Committee, chaired by our Chief Executive and with membership that includes our Chairman, Medical Director and Director of Workforce.

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