Northwick Park Hospital
Watford Road, Harrow, Middlesex, HA1 3UJContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Where is the registrar?
Rated 3 stars out of 5
by Berg - Posted on 05 January 2024
I spoke with a doctor the previous day who explained I must speak with the registrar regarding my father's case. That I should come early. So today I made arrangements with my client, left early to arrive at the ward early. More than two hours and two calls from the nurses station and still no registrar. I am still waiting as I write. Poor service
Visited Urology on January 2024
Review titled Northwick Park Hospital
Replied on 09 January 2024
Dear Service User, Thank you for taking the time to leave your feedback. I'm sorry to read that you have been unable to speak to a registrar. As you can imagine our hospitals are under large amounts of pressure this time of year along with industrial action strikes. Although there may be a delay in the registrar speaking with you regarding your Fathers case I do hope he is still receiving the best of care and you have now been spoken to. If this is not the case as I can see no other information please can I ask you contact our PALS team? They will be able to assist you with the correct people to talk with and how to move forward. Their contact details are - Ealing 020 8967 5653 If you’d like to speak to someone, our PALS office is on the ground level, near the lifts. Northwick Park and St Marks 020 8869 5118 If you’d like to speak to someone, our PALS office is close to the main entrance of Northwick Park Hospital. Email - LNWH-tr.PALS@nhs.net Kind Regards, Emma Calnan - Patient Experience Officer
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Review titled Life Saving
Rated 5 stars out of 5
by N B - Posted on 21 February 2024
A big thank to NHS services, staff & Doctors at A&E, high dependency ward, Darwin and Guskull wards staff at Northwick Park hospital for their hard work. I am very grateful for the services provided during my stay at the hospital, in my way to recovery from pneumonia. I felt supported and understood in this difficult time of my life. Simply they saved my life. Well done
Visited Don't know on January 2024
Northwick Park Hospital has not yet replied.
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Review titled The team provided intelligent, insightful care
by RealOne - Posted on 22 December 2023
I want to give my thanks for the outstanding care and support I was given by the team in Sainsbury Ward of Northwick Park Hospital recently. I was admitted through A&E with fever and Urosepsis, following a TURP the previous week. A few organisations are excellent on every level. The team on Sainsbury ward fit that description - everyone from the lovely friendly cleaners, to the brilliant HCAs, staff nurses, team leaders and the wonderful ward manager. The team provided intelligent, insightful care. It was clear they cared about each other as well the patients - they created a lovely atmosphere. I’m going to mention a few names. They were the ones who were present on the discharge day - there are many others whose names I didn’t get who were also fantastic. I’d like to thank Leah, Jasmin, Ann, Arrif, Vipal and Prasana. My apopogies to everyone else whose name I didn’t get. The HCAs were truly outstanding - they should be consultant HCAs! They were exceptionally skilled and knowledgeable - they took their work to an incredibly high level. But everyone was brilliant. Many thanks for your kindness and support - have a happy Christmas and a wonderful New Year.
Visited December 2023
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Review titled Northwick Park Hospital
Replied on 27 December 2023
Dear Service User, Thank you for taking the time to share your experience of your recent stay on Sainsbury Ward. Its wonderful to read how well you were treated and how lovely the atmosphere was. I have shared your kind words with the Sainsbury Team who I am sure will be very grateful. They will of course share this with all staff members you have mentioned as well. I hope you are recovering well and having a lovely festive break too. Kind Regards, Emma Calnan - Patient Experience Officer
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Review titled Needs a lot of amendments
Rated 1 star out of 5
by Anonymous - Posted on 29 December 2023
On arrival at the a&e department I was told that the wait would be roughly 6 hours. 10 hours passed and I was yet to be seen for a check up and when I had asked staff about the matter they all gave different responses as to how many people were in front of me in the “line”. There were people who had been waiting for only over an hour who were able to get a blood test or an appointment with the doctor before me. The nurse called out the name of the same one patient 4 times in an hour when it was apparent that he was no longer there and this caused a massive delay to the patients who could have been seen in this time. In terms of the structure of service, this place needs tonnes of improvement to make sure its emergency services are treating emergencies as…emergencies. A lot of the other staff on the grounds were proving to be incompetent. Security was called on the intercom three times for an urgent emergency whilst the security guard on sight walked up and down the waiting room until he was told by his senior to go help. This hospital has the facilities and potential to be great but it lacks the care from staff and the organisation to see this through
Visited Accident and emergency services on December 2023
Review titled Northwick Park Hospital
Replied on 12 January 2024
Dear Service User, Thank you for leaving your feedback following your visit to the A&E department. I am very sorry to read that you were not happy with the service, I wanted to get a response back from the service and so have shared this feedback with the, the below is what they have responded: **Thankyou for your feedback. We apologise that you did not have a good experience at Northwick Park A&E. ** **A significant demand for our services result in long waiting times. Due to the national staff shortages together with an increase in number of patients attending A&E, we have been witnessing long waiting times at the A&E. The patients are prioritised in the order of clinical need based on the assessment of triage clinician.The waiting times differ depending on the clinical priority. Patients who have not answered have to be called at least 3 times to check if they are in the department and can only be taken off the list after risk assessment by a clinician to ensure patient safety. ** **We will share your feedback with the relevant teams to improve efficiency in our service.** If you would like this looked into further then you can contact our PALS team on LWNH-tr.PALS@nhs.net or 020 8869 5118 where they can look into this further for you as this platform is anonymous. Apologies again and I hope you are feeling better now Best wishes Leanne Fernandes - Patient Experience and Engagement Lead
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Review titled Unable To Contact ENT Department For Treatment
Rated 2 stars out of 5
by Rageh - Posted on 14 December 2023
Having been treated by the ENT department for over 10 years now I am extremely disappointed to see the decline in service in this once excellent department. I am now involved with 2 teams within the ENT department. My experience of these 2 teams in the year 2023 was as follows: Team 1: This team deals with Oncology and sent me out a letter in January with regard to my consultation in December. This is an annual meeting or phone consultation which follows a blood test that I take a month earlier. Shortly after receiving my letter confirming my appointment I received another letter stating that my appointment would be cancelled and that I would receive a new appointment date/time. This was never received. After waiting months I dropped into reception and was told of the new date/time. I kindly requested a letter be sent out. This was never received either. My appointment date was yesterday and they never called me with my results. I tried to call reception and was put into a call queue with 57 people in front of me. After waiting over 25 minutes to get to position 1 on the list my call was not answered by any human and was instead transferred straight to answer phone. I left a message. Team 2: This team is to commence dealing with an eye/nose operation that I never quite urgently. I was referred here by Moorfields Northwick Park in July. I had no contact for 3 months so decided to contact Moorfields who said that my case was transferred to ENT for the operation. Last month I popped into reception and they said that I couldn’t speak to anyone there but was given 2 phone numbers to call: ENT 1: 020 8869 5256 ENT 2: 020 8869 3720 I have spent the last 4 weeks trying to call these numbers. I have called over 20 times across many days and nobody ever answers, it just rings & rings! I have now been waiting since July for my operation and have no news whatsoever about it. I even found 3 email addresses for ENT / Northwick Park and wrote to them and got no reply. What can I do?
Visited Ear, Nose & Throat on December 2023
Review titled Northwick Park Hospital
Replied on 14 December 2023
Dear Service User, I am so sorry to read that you are having issues with contacting the ENT department at London Northwest University Healthcare NHS. I understand how frustrating this must be. Although this platform is anonymous, I believe you have also emailed the Patient Experience Team with your query and I have passed on your details to our PALS team so they can assist you better. They should be in contact with you soon, however, they can be contacted on LWNH-tr.PALS@nhs.net or 020 8869 5118 should you wish to contact them youself. Once again I am very sorry for your poor experience and do hope you are able to make contact soon with the ENT team and get the help you need via the PALS service. Best wishes, Leanne Fernandes - Patient Experience and Engagement Lead
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Review titled lack of reponse
Rated 4 stars out of 5
by Mr vibhakar patel - Posted on 06 December 2023
Initially had appt with Max Facial on 6.12.23 for a procedure. Tried to contact 02088695363 on several occasions to cancel and re-schedule appt, but could not get thru. Rung Northwick's main no 02088643232 and was trfr'd to someone who trfr'd me to schedulers dept, but no one picked up the call.
Visited Don't know on December 2023
Review titled Northwick Park Hospital
Replied on 07 December 2023
Dear Service User, Thank you for sharing your recent experience with us. I'm sorry to hear you have been unable to contact Max Facial. I understand the frustration this may have caused. I would be grateful if you could contact our PALS team either by telephone or email so they can best direct you in the correct way to rebook your appointment. Our PALS team can be reached on 020 8869 5118 or by email at LNWH-tr.PALS@nhs.net. Kind Regards, Emma Calnan - Patient Experience Officer
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Review titled Unworthy Staff behaviour at Northwick Park Hospital's A & E
Rated 1 star out of 5
by Distressed Patient - Posted on 31 December 2023
I am writing to express my deep concern and disappointment regarding the service I received at the Accident & Emergency department of Northwick Park Hospital on 29th December at 18:52 hrs. I presented myself at the accident & emergency ward due to a severe ear pain accompanied by swelling, resulting in dizziness. Unfortunately, the manner in which I was attended to has left me compelled to bring this matter to your attention. Upon arriving at Desk 2 to provide my details, I encountered a significant delay. When I finally had the opportunity to approach the desk, the staff member on duty, abruptly left, stating that she had finished for the day. This was not only unprofessional but also displayed a lack of concern for the waiting patients. Subsequently, I approached Desk 1, where another staff member exhibited a visibly grumpy demeanor, which did not contribute to a welcoming environment. This initial interaction left me questioning the appropriateness of seeking medical attention at your facility. In the waiting area, despite the absence of apparent emergencies, I endured a prolonged 5-hour wait before being attended to by a doctor. Regrettably, the consultation proved to be less than satisfactory. This doctor just dismissed my severe pain and swelling as a simple issue, advising me to contact my GP for further assistance. This left me perplexed and distressed, as I had anticipated at least a basic level of treatment during my visit to the A & E. When I requested a referral to an Ear, Nose, and Throat specialist, the doctor declined, insisting that such matters should be addressed by my GP. This not only prolonged my agony but also raised questions about the purpose of an A&E department if patients are directed back to their GPs without adequate intervention. Is this indicative of the training provided to doctors within the Northwick Park Hospital? I believe that medical professionals within the A&E should be equipped to address a range of conditions beyond a simple redirection to primary care providers. The lack of immediate relief or referral to a specialist has left me in a state of prolonged discomfort, further exacerbated by the subsequent wait for an appointment with my GP. I hold the conviction that physicians in such critical settings should undergo more comprehensive training, extending beyond mere referrals to general practitioners. Additionally, I hope that appropriate measures will be taken to ensure that patients are treated with the utmost professionalism and receive the necessary care at Northwick Park Hospital's A&E department. Regrettably, following a prolonged 5-hour period in the Accident & Emergency department, I find myself still in discomfort, awaiting an appointment with my general practitioner. This situation is disheartening and raises concerns about the effectiveness of the care provided at Northwick Park A&E facilities.
Visited Accident and emergency services on December 2023
Review titled Northwick Park Hospital
Replied on 03 January 2024
Dear Service User, Thank you very much for leaving your feedback following your recent visit to the emergency department at Northwick Park Hospital. I am very sorry that firstly you needed to attend the service and also that you did not have a pleasant experience. I can appreciate how frustrating this was especially when you are in pain. I have passed on the feedback directly to the service and they do also convey their apologies. They went on to say that if you attended the Urgent Care Department then the correct process was followed in terms of directing you to your primary caregiver after the clinician has assessed you. I appreciate this may not of been the answer you were looking for. When it comes to the rude staff members that you mention we will pass this onto the service manager so that your feedback can be noted. This is not something we like to hear so would like to again thank you for sharing your feelings so that amendments can be made. As this platform for leaving feedback is anonymous, I cannot gather any patient information from this to look into this any further. If you would however like this looked into then please do contact our PALS department on 020 8869 5118 or LNWH-tr.PALS@nhs.net where the team can assist you further. I hope that your ear pain is less and hope that you are feeling better. Best wishes Leanne Fernandes- Patient Experience and Engagement Lead
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Review titled CT scan on Parathyroid
Rated 4 stars out of 5
by Lorna Endacott - Posted on 20 December 2023
I came for 3 scans yesterday and want to say that all 4 members of staff treated me with such kindness. They explained all 3 scans clearly and the radioactive injection, I cannot sing there praises enough, so caring and professional. Thank you.
Visited Don't know on December 2023
Review titled Northwick Park Hospital
Replied on 27 December 2023
Dear Service User, Thank you for sharing your recent experience at Northwick Park Hospital. Its lovely to read how caring and professional the team are. I have passed on your kind words to the the Radiology Clinical Leads who will be able to share the feedback with the wider team. Thank you once again. Kind Regards, Emma Calnan - Patient Experience Officer
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Review titled Not good experience
Rated 1 star out of 5
by Anonymous - Posted on 14 December 2023
I waited for 30 mins at blood test clinic to be told that doctor had not requested for blood test. It took another 30 mins to send the request from doctor and then joining the queue again for blood test. This has not happened for first time. Also overall patient management is quite poor. Appointment times are not respected.
Visited Infectious Diseases on December 2023
Review titled Northwick Park Hospital
Replied on 20 December 2023
Dear Service User, Thank you for taking the time time to leave your experience following attending the outpatient clinic. I am very sorry that you had a negative experience. I know it is frustrating when things do not go right. I have shared your comments with the Outpatient Matron who looks after the clinic and blood test areas. They also echo my apologies. They have taken your comments on board in order to improve the service and hopefully you should not face the same issues again. As this site is anonymous I cannot get any patient information, however, if you would like PALS to look into this further for you, they can be contacted on LNWH-tr.PALS@nhs.net or 0208 869 5118. Many thanks again for your feedback. Best wishes Leanne Fernandes - Patient Experience and Engagement Lead
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Review titled First class service
Rated 5 stars out of 5
by Anonymous - Posted on 15 November 2023
I was admitted by ambulance with a suspected stroke.I was seen by staff immediately and given a range of tests in a relatively short period.All staff caring and courteous.
Visited Stroke on November 2023
Review titled Northwick Park Hospital
Replied on 17 November 2023
Dear Sir/ Madam, Thank you for sharing your feedback regarding your recent visit to Northwick Park Hospital. I'm glad to hear that you were seen to by staff with consideration and care. I will share your kind words with our the team who I am sure will be happy to receive them. I hope you are in good health. Kind regards, Emma Calnan - Patient Experience Officer
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Information supplied by London North West University Healthcare NHS Trust