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"I think there are some bad apples spoiling it for..."

About: National Hospital for Neurology & Neurosurgery, Queen Square

What I liked

The Consultant I saw was brilliant - attentive, friendly, understanding and really helpful, I just wish I hadn't had to wait 17 months to see her.

The Nurse I met was also brilliant, very friendly, informative and helpful.

I met some very approachable, helpful and friendly staff who helped me find my way around as I kept getting lost!

What could be improved

The other staff I met really let the place down:

One of the receptionist staff at front desk was vague and disinterested.

One of the reception staff at the Clinic was the most rude, abrupt and bored person I have ever met. She shouted at me before I'd even got through the doorway and was incredibly sharp and hostile with me. I wasn't the only one she was rude to and people were making sympathetic faces at me when I sat down!

I went to the X ray department and after the third set of directions actually got to the right place, but there was no reception desk or instructions on what to do. The X ray nurse was a bit rough when lining me up for X rays - I have chronic pain so suffer more than most - and after the third X ray he just left me lying there. I had to get up and go into the office and ask if he was finished!

Anything else?

I got lost four times, despite following directions and looking for signs - the place is a labrinth!

I also noticed that the lift to the Pain Clinic was out of order - not helpful when you're on crutches!

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Response from National Hospital for Neurology & Neurosurgery, Queen Square

Thank you for your detailed feedback. We have taken your comments on board. The Patient Issues Committee have been informed of the areas for improvement.