This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?

"NO ONE ANSWERS THE PHONE"

About: Northwick Park Hospital / Maternity

I have honestly never been treated so badly by the HNS! I would rather not pay my NI and go private . Expecting first baby - been given really poor incorrect information at every turn. To the point where I was calling round hospitals trying to arrange my own first scan which nearly left me short of time to get some important tests done - luckily I went private to some reassurance as I have no trust in the HNS !! NO ONE PICKS up the phone at Northwick Park Maternity Unit - 0208869 2870 - there is no point to this number what's so ever! or the midwife number 020 8967 5569.

It surprises me that the NHS have their tick box check to see if you are stressed - the only thing causing stress to mothers to be , is the treatment they receive from the NHS !!

Poor midwife notes - not making future bookings for important appointments - a lot of blaming each other. Never seen the same person twice - which wouldn't be bad if there was a clear handover each time.

Reception staff rude when visiting the hospital - you might be dealing with a high turn over of people but that doesn't mean you can get away with being rude.

nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 7 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust
Submitted on 13/04/2017 at 11:03
Published on Care Opinion at 11:17


I am sorry to hear that you have had such a frustrating experience. I have passed your comments on to the team and we will respond more fully.

If you would like us to follow up with you personally, please contact the PALS team on 0208 869 5118 or LNWH-tr.PALS@nhs.net

Best wishes

Sue

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 7 years ago
We are preparing to make a change
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust
Submitted on 13/04/2017 at 14:22
Published on Care Opinion at 14:34


I have discussed this with the team. They do their best to answer the phones promptly but have agreed that they will set up a call divert and voicemail when they cannot.

We were all disappointed to hear that you had such difficulty getting the right information and booking appointments and that you were not treated with the respect, kindess and courtesy which you deserve. We do offer regular customer care training to our staff. As I mentioned above, please let us know if you would like us to investigate your experience directly.

Best wishes

Sue

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k