"My Feedback"

About: Watford General Hospital

Anything else?

I woke up at around 4am on the 26th Feb with chest pains, and decided to go to the hospital at around 6.30AM (not by ambulance, my wife drove me).

The service at reception was brilliant, the ward staff were brilliant, the tests and treatments offered were brilliant as well!!

Then on the morning of the 27th I was feeling much better, so when the consultant came to see me at around 9.30AM we both agreed that I was fit and well enough to go home. He advised that I just needed to wait for the medications from the pharmacy and that it should be later on that morning. So I phoned my wife and told her that i should be ready at around 11.30 which I thought was more than enough time. At 12.45 I was still waiting, so i enquired at the nurses station about the delay, but all i got were vague answers and told that this was normal. Bearing in mind that all of this time i was taking up a bed which was needed as I could see other people waiting in the corridors waiting for beds!! I found the nursing staff on the 27th to be no where near as good as the staff on the 26th, they were unhappy and unhelpful.

Eventually I Gave them my phone number and asked them to call me when the medication was ready, this only happened at 3.30PM. I feel that a superb service was let down at the last hurdle by this ineffective department which is a shame as i was overall very impressed with everything else. Having been a member of BUPA for 25 years this was my first real experience of the NHS.

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Response from Watford General Hospital

Thanks for taking the time to give us feedback on your mixed patient experience with us at Watford General. We're pleased to hear that you were initially impressed with the professional, efficient and caring service of most of our staff, from reception to ward. However, on your issue of awaiting medication towards the end of your stay, the importance of a ‘gold standard’ overall patient experience is one of our key objectives and communication between staff and patients is something we’re working hard to improve on. So we know the team will appreciate your constructive comments when we pass them on. Thanks again, we wish you all the best.

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