"Unclean, cold and uninformative"

About: Charing Cross Hospital

The sliding door at the entrance needs its sensor checking and, as a result the waiting area is chilly. Fumes from staff and patients taking a cigarette outside permeate the entrance.

The reception staff are a mix of practical and those that seem to prefer checking their social media accounts. No information is given to the process nor waiting times suggested. Triage is usually quick but again, lacks information so the client can be aware of next steps

The toilets are filthy; faeces on toilet brushes, brown marks scattered on illill-fitting wooden panels and cleaning has not been extended to corners. From a client perspective, it can be frustrating to note your wait is approaching 1.5 hours post-truage and others are being seen first.

Whilst there is a reason to Triage in order to sort more urgent cases, patients with similar predicaments to mine were seen much quicker. Again, communication would assist this matter by simply managing expectations.

Whilst Wi-Fi access is helpful, a more comfortable waiting area would mean people can cope with waiting longer when they feel bad.Treatment itself was practical, informative and caring. Therefore more communication and a desire to deliver a good service whether at reception or through cleaning would transform this service into a fully positive experience, essential when you are unwell.

Story from NHS Choices

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Response from Charing Cross Hospital

Thank you for your feedback.

Could I please ask you to contact me so I can take this further.

Your can either email me on pals@imperial.nhs.uk or by telephone on 0203 312 7777

If you could mention you left a post on NHS Choices I will be able to locate this easier.

Kind regards


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