"Beyond Dreadful Urology Charing Cross Hospital"

About: Charing Cross Hospital

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Urology and Marjory Warren ward at Charing Cross are, in my opinion, possibly the most awful hospital departments I’ve come across. Rude, borderline abusive nurses , rubbish doctors (but even those are hardly ever present), and rude admin team that couldn’t care less about their jobs or patients. Happy to provide examples from my experience. A massive error was made by a very arrogant doctor who hadn’t bothered to find out what or who he was treating. Another doctor not communicating the life-threatening findings and lying about the reasons why I was is kept in the hospital. No scans or specialists available on weekends or at night. Nurse telling an elderly woman with multiple sclerosis in my bay to keep her opinions to herself when the lovely old lady politely enquired about whether the patient in a bed opposite of her was discharged . Then this nurse told the old lady ,‘I told you not to talk to me, don’t you talk to me.’. There is one nurse on Marjory Warren surgical ward that sings out loud, even at night. How's that after you've had an operation and need to sleep? What's more, a rapid access specialist appointment had to arranged after discharge for me in two weeks maximum by the hospital – they forgot to do it until I called them 3.5 weeks later as clearly one wasn’t forthcoming from them. Then they arranged one and didn’t tell me posting the letter on the same day as the appointment which of course arrived by 2nd class post a week later after the appointment. Somebody in admin team had done their job. Well done on both counts - forgetting to do it and then doing it without telling the patient. When I asked to reschedule as they’d booked me an appointment without telling me, the next appointment they gave me was in 4 months. No cooperation among nurses or indeed anyone. The worst shift handovers. if that's not bad enough, I had a piece of intimate equipment causing pain and bleeding in me days longer than necessary because the only nurse trained in removing it was on holiday. Also, I had all the tubes and needles in for days after UV was discontinued and they were no longer needed. They don’t give you your records such as scan reports. Communication with the patient is zero. Nurses have no hygiene awareness dropping sterile equipment on the floor and then using it on you. The list can go on for a long time. Wrote a complaint to the Head of Urology and the Ward’s Nurse in Charge, still haven’t heard back in 2 months. This is really minor by comparison, but discharge paperwork took about 7 or 8 hours during which I was sat waiting as nobody warned me how long it’d take and everybody thought somebody else would be processing it so nobody did it for so many hours. Doctors and nurses get paid much more than I do, yet if I acted like this in my job in the private sector, I’d be unemployed. Somehow this is acceptable behaviour in the NHS which feeds off the hardworking members of the public such as myself.

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Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust is very concerned to read of your experience and we apologise that you have not received a response when raising your complaint with the department. The concerns you raise are significant and it would be really important to ensure we are able to investigate , provide a response and learn from your comments. Please contact out PALS service by email pals@imperial.nhs.uk or telephone 020 3312 7777 and ask to speak to Christine Cornell, PALS Manager.

We look forward to hearing from you so we can progress your concerns.

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