"A and E, frightening experience. Edision Ward,..."

About: Northwick Park Hospital

What I liked

Fantastic Ear nose and throat specialists in A and E , a couple of very kind and competant nurses. Very nice physical lay out of hospital and Edison Ward.

Impressed with the ward, care and layout.

What could be improved

A member of the A and E team obviously did not know how to do a procedure, but tried to go ahead with it regardless and only called a more specialised nurse after the suggestion by his nursing colleague.

Very frightening for my 75 year old mother and myself ( a trained mental health nurse)

This member of the team was not compassionate or respectful and should have known that they must adhere to the NMC guidelines of never undertaking any procedure they know to be outside of their expertise. Their superior on duty, was amazing and profesion and very comforting but I hope at they addressed their collegues training needs?

Every nurse we saw in A and E, asked us the same questions about medical history and medication. Four times at least my mother was asked. She was in no state to answer and it was very late at night, we had not slept, she was ill. When I challenged this I was told "I know. I know, but we have to ask" no one said why they could not use the same information recorded initially by the ambulance service before admission to A and E.

I would recomment each A and E admission/or nursing bay, has a "key worker" as in the ward situation, who asks any initial and further questions and is responsible for passing the notes on to whom ever else needs them. There should be one point of nursing notes not all these pieces of paper with the same information floating round. Very disorganised approach, time wasting due to repetition leading to a complete lack of communication within the team.

Anything else?

The Edison Ward mum got admitted to was fabulous, very good care, lovely nurses, knew exactly what they were doing. Well done and Thank you.

Story from NHS Choices

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Response from Northwick Park Hospital

Thank you for your feedback in relation to your experiences when you brought your mother to A&E. We were pleased to learn that you found many of the staff who cared for your mother to be kind and competent, and that the care on Edison ward was so good, and your kind comments will be passed on to the staff in the areas you highlight. We were sorry to learn of the concern caused to you by aspects of the care provided to your mother in A&E and your comments will be passed to the management team for this area for their information and action.

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