North Middlesex University Hospital
Sterling Way, London, N18 1QXContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Terrible service
Rated 1 star out of 5
by Florence - Posted on 10 August 2023
I had been referred by the GP to go to a&e. I checked in at aprox 9.45am and sat down. At 12pm I thought, I have been waiting ages let me go check. I go up and the same receptionist tells me that I should have gone to the main hospital to the eye clinic. She had never said this to me when I checked in and so I was very upset to have wasted nearly 2 hours. So I go to the eye clinic and am told the woman who checks you in is on lunch so was told ‘well you can sit down but nothing will happen until after 1pm anyway’. Absolutely appalled by the service here and the lack of caring from the staff. I’m also by myself and this whole ordeal has been very stressful.
Visited Accident and emergency services on August 2023
Review titled North Middlesex University Hospital
Replied on 05 September 2023
Dear Florence, Thank you for bringing these concerns to our attention. We are very sorry to hear that your experience at North Middlesex University Hospital did not meet the required standards. Your feedback is important to us and we would like to reassure you that staff work very hard to continuously provide high standards of care. We apologise that you were not directed correctly by the receptionist to the eye clinic which caused you distress and delayed your treatment. A reminder has been sent to all staff including bank staff to ensure that any instructions are explained in a clear and concise manner to all patients. From the perspective of the Ophthalmology service, we are sorry that the communication had not properly been explained to you when you attended the eye casualty. We recognise any visit to an emergency service can be a trying time for people and the lunch break for the member of staff involved should have been explained in a more professional way. Once again please accept our apologies for any distress caused to you. Kind regards, Joanne Johnson ED Admin Manager & Alan Dobbie (Ophthalmology) Patient Pathway Coordinator
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Review titled Great Service
Rated 5 stars out of 5
by Anonymous - Posted on 11 August 2023
Mum had a diabetic appointment. This was her first diabetic appointment at the North Middlesex Hospital. We are in the process of transferring her diabetic care from another hospital. All the staff were extremely helpful. Right from the beginning. The greeting receptionist was very helpful, the department receptionist was also very helpful. The nurse was great and the doctor mum has been allocated for her diabetic care was exceptional. We were really impressed with the service we received today. Blood department also very quick and efficient. 10/10 service today. Well done NHS. Thank you.
Visited Diabetic Medicine on August 2023
Review titled North Middlesex University Hospital
Replied on 08 September 2023
Dear service user, I am delighted to hear about your positive experience during your mother’s diabetic appointment at North Middlesex University Hospital. It is wonderful to know that you encountered such helpful and efficient staff throughout the process. Your compliments are greatly appreciated and I will make sure to pass them along to the team. We are here to ensure the best care for our patients and feedback like yours inspires us to continue delivering an exceptional service. Many thanks Kimberly Ellis, Service Manager for Specialist Medicine
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Review titled Very quickly seen at AnE eye hospital section
Rated 4 stars out of 5
by S Russell - Posted on 20 July 2023
Didn't take long, and kindly escorted me to the AnE Eye department due to the fact I was not able to see very well. I can fault them I prefer here than Moorfields and. so much faster and no students trying to use you as a candidate to score marks. Just straightforward help and support. My only downfall is they do not provide the medication at all which Moorfields does. Lastly they have not forward any details of me visit to Moorfields as I am an outpatient there or my Gp. How long should that take it was at least a 10days ago visit. Need to be moor swift with at it's important
Visited Ophthalmology on July 2023
Review titled North Middlesex University Hospital
Replied on 21 July 2023
Dear Service user, Thank you for your bringing this matter to NMUH’s attention and for your feedback. Can you kindly email/ contact the Patient Advice & Liaison Service (PALS) to provide further patient related information. We may take more details regarding your query and escalate to the department concerned. We will advise the assigned lead investigator to contact you. The PALS email address is northmid.pals@nhs.net and office number is 0208 887 3172. Kind regards, Patient Experience Team
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Review titled Day surgery
Rated 5 stars out of 5
by Marcello Di Trapani - Posted on 24 July 2023
Really positive experience in this hospital, all of the staff of "Day surgery" has shown that it is very prepared and professional Thank you very much
Visited General Medicine on July 2023
Review titled North Middlesex University Hospital
Replied on 25 July 2023
Dear Marcello Di Trapani, Thank you for the lovely compliment. The day surgery and theatre team work very hard to ensure our patients have a positive experience. They will be thrilled that their commitment to patient care is recognised and patients are left with a positive experience. Kind regards Theo Ellina Theatre Matron
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Review titled Frightening Experience
Rated 1 star out of 5
by Anonymous - Posted on 13 July 2023
First time visiting this hospital and last time. friend was admitted and passed away in the Acute Medicine Dept. Was spoken to, in the most rudest way by Staff on Reception, no compassion. Walking through the corridor, disgusting gurneys with, what looked like, body bags. Large sign, Contaminated. Another one had, what looked like a soiled pants, took photo. Is this the future of NHS. No clapping for this.
Visited Intensive Care on July 2023
Review titled North Middlesex University Hospital
Replied on 14 July 2023
Dear Service user, Please accept our condolences. Thank you for your bringing this matter to NMUH’s attention and for your feedback. We are very sorry to hear of your experience. Can you kindly email/ contact the Patient Advice & Liaison Service (PALS) to provide the photographic evidence. We will then contact you and take more details regarding the reception area feedback and escalate to the department concerned. We will advise the assigned lead investigator to contact you following their investigation into the concerns raised. PALS email address is northmid.pals@nhs.net and office number is 0208 887 3172. Kind regards, Patient Experience Team
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Review titled Quick efficient service
Rated 5 stars out of 5
by Erica Zimmermann - Posted on 28 July 2023
Had a small protrusion removed from my head today. Everything was explained clearly and with sensitivity. The doctor who performed the removal was kind and went out of his way to make sure that I was relaxed and confident with the procedure. The attending nurse was also efficient and explained the aftercare carefully.
Visited Dermatology on June 2023
Review titled North Middlesex University Hospital
Replied on 19 January 2024
Dear Ms Zimmermann, Thank you very much for your feedback which is very important to us. Your compliment was shared with the department/clinic. We are very pleased to receive the positive review. We hope you are keeping well and wish you all the very best. Thank you again for taking the time to write to us. Kind regards, PALS Patient Experience Team
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Review titled Rude nurses and security
Rated 1 star out of 5
by Anonymous - Posted on 04 June 2023
Had 2 toddlers severely unwell temp nearly 40 was greeted by a security guard shouting and banging on the glass only one parent per sick child, tried to explain both children were needing attention and couldn't walk I couldn't ohysiclaly carry both. Told me can I not read and he doesn't care, tried to explain to nurses they all rolled their eyes and yawned (all this while holding my unwell children) security guard came over in a threatening manner again, nurses smirking at each other. Ended up in Barnet hospital who Obviously allowed both parents in with two unwell children. Thankfully, because both had to go for different tests at the same time. Nurses and security guard should be ashamed of themselves. Hospital is not fit for purpose, shows no compassion and has a security guard who likes to shout at parents the moment they walk in the building.
Visited Children's & Adolescent Services on June 2023
Review titled North Middlesex University Hospital
Replied on 23 June 2023
Dear Service user, Thank you for your bringing this matter to NMUH’s attention and for your feedback. We are sorry to hear of your experience. Can you kindly email/ contact the Patient Advice & Liaison Service (PALS) with the patient number and name. We will then escalate to the department concerned for them to make contact with you following their investigation into the concerns raised. PALS email address is northmid.pals@nhs.net and office number is 0208 887 3172. Kind regards Patient Experience Team
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Review titled Worst place
Rated 1 star out of 5
by Anonymous - Posted on 20 June 2023
They left my wife without food or water for 3 days for a routine surgery (apendisites) without telling us when how or where We were there asking everyone and no one knew if they where gone do it or not every service was as slow as it could be wile she was on extreme pain and crying Had to live our kid with our neighbours so that she can have the surgery because I had to stay with her and help her
Visited Don't know on June 2023
Review titled North Middlesex University Hospital
Replied on 23 June 2023
Dear Service user, Thank you for your bringing this matter to NMUH’s attention. Can you kindly email/ contact the Patient Advice & Liaison Service (PALS) with the patient number and name. We will then escalate to the department concerned for them to make contact with you following their investigation into the concerns raised. PALS email address is northmid.pals@nhs.net and office number is 0208 887 3172. Kind regards Patient Experience Team
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Review titled Disgusting
Rated 1 star out of 5
by Anonymous - Posted on 05 May 2023
Some of the most unprofessional members of staff a nurse called us in regards to a patient, who is not well and was allowed to walk out of the hospital, my mother who is elderly did not want to take the call and passed the phone to me as this situation has taken its toll on her, the nurse spoke to me and my mother with such contempt, I asked her why is she speaking to me like this what have I done? She then said that she could identify my my cultural background because of the patients last name, nurses in the background ridiculing me and my mother and said we was not supportive of the patient. I felt physically sick that these individuals are in charge of the care of patients and I am more concerned that because she knew that what background my family came from she used it as justification to talk to us like we are worst. The NHS especially North Mid does no favours when they demand a pay rise and then talk to tax payers with such disregard. I am not surprised that this hospital has been in special measures.
Visited Don't know on May 2023
Review titled North Middlesex University Hospital
Replied on 23 June 2023
Dear Service user, Thank you for your bringing this matter to NMUH’s attention and for your feedback. We are sorry to hear of your experience. If you would like the matter to be investigated by NMUH, can you kindly email/ contact the Patient Advice & Liaison Service (PALS) with the patient number and name (if required). We will then escalate to the department concerned for them to make contact with you following their investigation into the concerns raised. PALS email address is northmid.pals@nhs.net and office number is 0208 887 3172. Kind regards Patient Experience Team
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Review titled Excellent care by amazing staff
Rated 5 stars out of 5
by Ana Reynal - Posted on 19 May 2023
I cannot sing North Mid's praises high enough when it comes to maternity services. After traumatic experiences with pregnancy and loss in another hospital, I have had 2 pregnancies and one miscarriage that ended in d&c cared for by the amazing staff at this hospital. Of course, they are busy and stretched like every other health service, so not everything is perfect but at every turn they are trying their absolute best with what I see as the highest standard protocols, which include the latest evidence-based practices and making sure each woman gets the exact care they need (I was, for example, put under the care of the loveliest specialist midwife who deals with bereaved parents and pregnancy after loss). The midwife-led unit and homebirth midwives are also outstanding (advocating for my birth choices and truly physiological births). The way my miscarriage was handled was much kinder and professional than I experienced elsewhere, from the early pregnancy unit where the miscarriage was confirmed, to the consultant who performed my d&c, and the nurses who cared for me right after surgery. I booked at North Mid because two separate friends recommended it highly for maternity services, and now I make sure I pass on the recommendation to other local expectant mums and dads.
Visited Maternity services on May 2023
Review titled North Middlesex University Hospital
Replied on 23 June 2023
Dear Ms Reynal, Firstly, I would like to thank you for taking the time to provide this feedback. It is not often, especially with such media focus on maternity services, that midwifery/midwives are commend for their hard work and dedication. I am sorry to read that you experienced trauma and loss during your previous pregnancies. It is important to me and the team here at North Middlesex Hospital, that despite the business of our departments, we have some amazing staff who demonstrate our trust values, demonstrate kindness, understanding and advocate for women under our care. I am pleased that you and your friends have recommended our maternity service. I could not agree more, nothing is perfect, but I am assured that the team here do the best they can to maintain high standards. Again, thank you for sharing your experience, we truly value feedback and I will ensure that I share your comments and experience with the wider maternity and nursing team. Kind Regards Nicole Callender Dip RGN, BSc RM, PGDiP Ed, MA Ed Associate Director of Midwifery North Middlesex University Hospital NHS Trust
Information supplied by North Middlesex University Hospital NHS Trust