"Awful.......Felt more care would have been given..."

About: National Hospital for Neurology & Neurosurgery, Queen Square

What I liked

Porters where excellant; always friendly, timely and polite & treated you with dignity. Scientests that conducted the tests where also excellent, they were friendly, listened & were caring & professional.

What could be improved

Nursing staff, just 'dumped' patients in rooms and were not good at checking to see where they should place each patient and where frequently going in wrong bays looking for patients. Never knew what should be going on. Frequently gave mis-information. Didn't give patients assistance when it was clearly required.

Junior doctor hung around chatting & gossiping to nurses at station when should have been checking on patients. Dr kept me waiting 3 hours after tests had been finished ( even though I had been told by other staff I could return to hospital hotel) before she called me to be seen then left after 2 minutes & said she had a meeting to go to & would be back in 15 mins at the latest. She returned another 3 hours later & asked 3 simple questions (that a nurse could have done) before allowing me to go. In all I waited a total of 6 hours before I was allowed to go, which intefered & prevented other tests from being conducted that I had to do. When I was finally discharged completely, no doctor saw me even though I was really ill & not fit to travel even accompanied. Felt complete lack of care by most of the nursing staff & junior doctor in charge & witnessed great incompeteance with some of the nurses.

Anything else?

Nursing staff clearly need to be retrained in the art of nursing. Junior Doctor in charge of patients clearly lacked training in how to run a dept & patient care.

Story from NHS Choices

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Response from National Hospital for Neurology & Neurosurgery, Queen Square

Thank you for taking the time to feedback your comments. We are very sorry that some of your experience of our service fell below the standard we would expect to deliver and your comments regarding the department have been passed onto the unit sister so that issues can be addressed.

I would like once again to apologise for your experience of our service on that day and thank you for your positive comments regarding some of our staff groups.If you would like to discuss your concerns further please contact the PALS office who will put you in touch with the matron for this area. The PALS team can be contacted on 020 3447 3042 ( Monday - Friday 9.00am - 4pm)