West Middlesex University Hospital
Twickenham Road, Isleworth, Middlesex, TW7 6AFContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Fantastic drs and nurses
Rated 5 stars out of 5
by Anonymous - Posted on 20 December 2022
My daughter was seen in A&E on 7th December after a upsetting mental health episode. She was quickly moved from A&E to a private room next to A&E where she was cared for and looked after by amazing team of Dr's, Nurses and mental health clinicians. The care she recieved was amazing ,they listened to her. helped her and didn't judge her . The mental.health clinician ensured appropriate action was put in place for her on returning home. She was kept in A&E until it was felt she was safe and well enough to leave . She felt safe and comfortable to talk to peolle she didnt know and we were reassured thay things were put in place. We received a phone call the same day from the mental health team to put in next steps for her . The hospital was very busy and the drs were rushed off their feet but we didn't feel the care she received was delayed or rushed in anyway. We were reassured that she can return to A&E if she needs to and lot of resources / contact numbers in case they were needed . The staff that dealt with her that night were brilliant . Thank you
Visited Accident and emergency services on December 2022
Review titled West Middlesex University Hospital
Replied on 13 January 2023
Dear Writer, Thank you for taking the time to share this feedback. We pride ourselves on putting patients first and it is a special moment when we receive such positive feedback and stories. I am happy to hear that your daughter was seen quickly and her mental health was managed throughout her stay. It is also reassuring to hear that your daughter was given some resources and contact numbers prior to being discharged; I really hope they have helped her manage going forward and that she continues with her recovery. If there is anything else you would like to share about your experience, please do not hesitate to get in touch with the team. Best Wishes Matt Robinson Head of Patient Experience
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Review titled Kind and caring staff
Rated 5 stars out of 5
by Julie - Posted on 17 November 2022
My mother-in-law aged 91 was treated in Lampton Ward after developing a chest infection and being brought to A and E by ambulance. She was in a ward full of sometimes very difficult elderly people, many suffering from dementia. Despite these challenges, the nursing staff were endlessly patient and kind. We were kept informed and have no complaints at all. So nice to be able to write such a positive review when the health service is under such strain. Keep up the good work. We really appreciate the work you do.
Visited Geriatric Medicine on November 2022
Review titled West Middlesex University Hospital
Replied on 17 November 2022
Thank you for your feedback. I am happy to read that your mother-in-law was looked after well by our staff. I hope she is making a good recovery. Kind regards, Patient Experience Team
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Review titled Great staff, but not enough of them
Rated 2 stars out of 5
by Anonymous - Posted on 27 November 2022
I was in A&E for more than 10 hours yesterday, from the early hours. Although the department was busy it was not overwhelmed. However patients were taken in very slowly for treatment and when I was eventually taken in it was apparent that there were very few doctors in there. When we left in the afternoon the department was completely overwhelmed, hugely crowded, no seats, people packed everywhere and a very long queue for reception, reaching the doors. Since then I have received a text asking for feedback but there was some technical problem as I was unable to reply to the number from which the text was sent.
Visited Accident and emergency services on November 2022
Review titled West Middlesex University Hospital
Replied on 13 January 2023
Dear Writer, Firstly may I apologise for the delay in acknowledging or responding to your feedback; at Chelsea and Westminster NHS Foundation Trust, we pride ourselves on being responsive to patients and we should have done much better in acting on your feedback. Whilst our Emergency Departments have faced significant challenges over the past few months, due to an increase in demand and patients attending the department, it is always saddening to hear of stories such as yours and the clear impact this had on your experience, and the experience of others. The department have explored alternative ways of working to improve the flow of patients and their subsequent experiences, and I would welcome the opportunity to discuss these further with you to understand from your perspective what else we could do differently. I would also like to assure you that the technical issue you experienced when trying to give feedback has seen been rectified. Please do not hesitate to get in contact: chelwest.patientexperience@nhs.net Best Wishes Matt Robinson - Head of Patient Experience
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Review titled Terrible service
Rated 1 star out of 5
by VSE - Posted on 13 November 2022
Needed to visit this hospital UCC for severe ear pain. Still waiting for over 5 hours and haven’t been seen by doctor or nurse how you call it. Everyone at the reception is so rude and unprofessional. The people who work at the reception should not be dealing with people at all. The women who work there are treating people with no respect. If person is in massive severe pain they need to be understanding and supportive not shouting and telling them to go away from reception desk. This was on 13th December and I had terrible un respectful experience as a patient from this UCC. So disrespectful and unprofessional care unit.
Visited Intensive Care on November 2022
Review titled West Middlesex University Hospital
Replied on 20 February 2023
Dear Writer, Firstly, I would like to apologise for the delay in getting back to you. I am sorry to read about your experience attending our Urgent Care Centre. I apologise on behalf of West Middlesex Hospital for the lack of professionalism displayed by staff. If you would like to raise the disrespectful attitude you experienced as a concern, please contact our PALS team: e: 020 8321 6261 tel: chelwest.wmpals@nhs.net Best wishes, Patient Experience Manager
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Review titled Caring and professional staff
Rated 5 stars out of 5
by Mrs Tahir - Posted on 21 November 2022
I had a stress test done and wanted to thank the staff who saw me as I was feeling bit nervous. They apologised for the wait and were so kind and caring duspite being busy.
Visited Cardiology on November 2022
Review titled West Middlesex University Hospital
Replied on 20 February 2023
Dear Writer, I would like to apologise for the delay in getting back to you. Thank you for taking the time out to express your gratitude towards the staff at West Middlesex Hospital. I will be sure to pass your positive feedback to the team. Best wishes, Patient Experience Manager
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Review titled Treatment of a 98 year old patient.
Rated 1 star out of 5
by HELEN PHILLIPS - Posted on 09 October 2022
My father was taken to West mid via an ambulance following a chest infection on the 16th Sept. He first went to A&E then acute assessment ward and then on too Syon 2 ward. Well, this is where things have gone downhill. They put him on puree meals, put the meals on the table which was out of his reach and also drinks that he could not reach. And by the time someone came round to feed him it was stone cold. He has been there over 3 weeks now and is starving to death. His in the same gown has he was when we first saw him. I don't think his even had a decent wash. I had a phone call friday evening saying it was best that we came to see him asap because they did not know how long he was going to last. So, I asked if his great grandchildren could come and see him because he wanted to see them and was told yes. Yesterday afternoon I felt like a criminal by one off the nurses saying children could not visit even though all of us were wearing face masks. And that we had travelled a long way in all the traffic because of the rail strike just to get there in time in case he passes away soon. Sorry I have never ever been impressed with West Middlesex hospital and I myself in the past have had bad experiences with them. And whilst we are there its always seems to be hard to get anyone to talk to you about my father's care it, I'll get someone to talk to you, but it never happens. It hard enough knowing we are going to lose him, but with not having caring nurses around its worse. I just hope he get decent food very soon. So he can build his strength up more.
Visited Don't know on September 2022
Review titled West Middlesex University Hospital
Replied on 01 November 2022
Please accept our apologies for your experience. Please could you e-mail the PALS team in order for an investigation to take place and to ensure this does not happen again with any other patient. PALS e-mail: chelwest.wmpals@nhs.net I hope your father is doing better and I wish him a speedy recovery. Patient Experience Team
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Information supplied by Chelsea and Westminster Hospital NHS Foundation Trust