Chelsea and Westminster Hospital

Changing my rating from 5 stars to 2 due to my recent experience where the front receptionist young lady treated me with disrespect and was completely arogant. Staff like this destroy a business entirely being the first line of customer services. My initial comment (below) was referring to the gastro staff at level 4, the rest is a joke. Also the nurses at the Diagnostic Centre at level 2 need to work on their empathy after they keep you waiting for almost 1 hour after your appointment time not considering you have been fasting for 14 hours and you need food and water. Train the staff to listen not to respond back like you offended them asking how much longer do you need to wait. There are ill people visiting a hospital that don’t need arguments, just want to be in good and active care. Initial comment. Top class hospital, looks more like a shopping centre than anything else. There are plenty of coffee shops and waiting areas. Well signaled across all floors, easy to make your way around. Seems pretty quiet too, possible due to its posh reputation. Staff here are well trained and respectful.

I had an appointment for Zoledronic Acid Infusion at 11 am today. I turned up dutifully early at 10.17 am. Sadly, I was turned away and proceeded until 12.45 pm being sent from pillar to post (namely to Lister Hospital thence to Chelsea Outpatients Centre and back to Chelsea & Westminster). Apparently, had I mentioned that I was there for Zoledronic Acid Infusion and not mention my consultant’s name, they would have had my name entry… The fellow at reception did apologise profusely. However, the system needs to change. I was a private patient and do not pay hefty fees for such service. Further, the infusion itself was not without issue. The nurse tapped into to a nerve which was excruciatingly painful - until she found a blood vessel that she ought to have used - there were plenty there. Otherwise, it was a comfortable and pleasant experience. I award 3 stars in the hope for a system change. 🙏🏽

I cannot praise Chelsea and Westminster Hospital enough for the exceptional care I received. Under the outstanding leadership of Dr. Norman and his surgical team, the treatment I received was world-class, delivered with skill, compassion, and professionalism. My surgeon explained everything with clarity, patience, and reassurance, which gave me complete confidence throughout the process. The teamwork between the surgeons, nurses, and wider hospital staff was seamless and inspiring to witness. Every member of the hospital team showed genuine kindness and attention to detail, which made an enormous difference to my comfort and recovery. The hospital itself is superbly run: spotlessly clean, modern, and committed to the very highest standards of care. 📻 A special thanks also to Radio Chelsea and Westminster, whose wonderful programs bring comfort, positivity, and lift the spirits of patients during their stay. Chelsea and Westminster Hospital truly represents the best of healthcare. I feel incredibly fortunate to have been treated here and I am deeply grateful to Dr. Norman, his team, and everyone who made my experience so positive.

Probably the best experience I’ve ever had at an A&E department. The service was very efficient and professional. We were seen very quickly (end to end in 3 hours) and the nurses and doctors were very thorough, caring and processional. The environment was nice and all the spaces were very clean. Simply the best experience I’ve had and put into stark relief many other A&E departments done of which seem to be on their knees.

I had a very disappointing experience with my recent appointment. I was told I would be seen by a specialist who would examine the lump on my face and help me understand what’s going on. My appointment was at 9:30, and I arrived on time, but I had to wait another 20–30 minutes before being called in. When the doctor finally met me, he only talked to me briefly and didn’t examine the lump at all. Then he left the room for about 30 minutes and came back saying everything was fine and that I shouldn’t worry. I tried to explain that I have headaches and that the lump is painful, but he didn’t really listen and just told me to do massages and use warm compresses. How am I supposed to do that if it hurts and I still don’t even know what the problem is? I left feeling completely unheard and without any real help.

Don’t Wear a Baseball Cap to the Doctor Apparently, what you wear matters more than how you’re coping. I requested my clinical notes after weeks of confusion, missing information, and unreturned calls about my ultrasound scans and tissue sample. When I finally read (part of them), I learned something important; I wore a cap to my appointment. The kindest person to me with this entire process had been the lady from the morgue, but we’ll get back to that later. This was documented. Immortalised. Black and white. No real mention of the fact that I’d just lost a pregnancy. No meaningful reflection of my emotional state. No acknowledgement of fear, vulnerability, or distress. But the cap? The cap made the cut. For context.. I was contacted via an unscheduled call from an unknown number, shortly after being transferred from a hospital affected by a major cyber incident. No warning. Poor phone connection. Yet I was expected to answer deeply personal questions on the spot. Later, the notes imply I was unclear about my bleeding pattern. Perhaps because I was trying to process contradictory advice, grief, and medical uncertainty, not performing a rehearsed monologue for an unexpected caller. The notes also state that I was “not keen” on another internal scan. Correct. After repeated invasive procedures and a traumatic loss, I wasn’t exactly eager for more. The surprise at this reluctance is telling. What’s most concerning isn’t one comment, it’s the “narrative”. Uu A subtle but consistent framing that strips away context and humanity, replacing it with judgment, implication, and irrelevant detail. When medical notes tell a story, that story matters. And this one didn’t feel truthful to the experience I was actually living. Compassion shouldn’t be optional. And patients shouldn’t have to wonder whether their grief will be reduced to a footnote.. or overshadowed by a uIbaseball cap. Btw.. C&W.. let me know how you’d like to be featured in my memoir. I’ve made Forbes already.. you’re up next.

Chelsea and Westminster Hospital has been outstanding. The doctor was excellent, and all the staff were incredibly helpful and supportive. They treated my husband with the highest level of care, and we are truly grateful for their professionalism and kindness. Highly recommend this hospital and its wonderful team! Thank you very much NHS YOU ARE DOING GOOD JOB MAY ALLAHA BLESS YOU 🙏🙏🙏🙏

Attended Diagnostics 2nd Floor Manonetry 9 30 today The most amazing, kind, professional Anna an absolute treasure. Made such a difference to an unpleasant process. This hospital have the best staff. Wouldn’t hesitate to recommend this hospital. Safe hands. Only slight criticism, they’ve hung a beautiful sketch of Stag upside down.🙃

Veronia Greener GMC reg No 6028291 made a false claim on my records, namely that I was refusing treatment! I initially put it down to a typo and asked for it to be corrected in line with the GDPR and GMC guidelines that state records must be accurate an honest. The hospital refused. So a patient's word counts for nothing, if your title is Dr you can falsify patient records and your employer will support you. I find this so insane, Veronica's claim doesn't sound plausible, doesnt have a ring of truth and is just plain unbelievable. She and the hospital know they are putting my health at risk by denying me the care to which I am entitled. I wouldnt care if I wasnt forced to fund this charade; but we pay the salaries of the people who literally hate us and want us dead.

My impression after my experience here: They don't have common sense and don't really care about their patients. Sat in the Emergency/Urgent care waiting area for four hours before I was told there is no treatment for my symptoms and just sent home. I told the receptionist I was there because I thought I had the flu. I told the healthcare professional that took my temperature and blood pressure that I was there because I thought I had the flu. Neither of them told me that they don't treat my symptoms. It wasn't until I saw a doctor after four hours of waiting that I was told there is nothing to be done about the flu. The doctor was rude, too. I told him I didn't go to class because I didn't want to get anyone sick. He said, "So you came here to get the doctor sick?" THE DOCTOR IS WHO YOU SEE WHEN YOU ARE SICK. THAT IS YOUR JOB. He asked what I ate that day and the judged what I had to eat that day, "It's pretty odd to be eating that" when I'm feeling this way (Ok, so I'll starve myself. Oh wait, already did that in the waiting room). I left with nothing to help me feel better and humiliated enough to want to kill myself :)

Visiting from the US. Went to ER. In and out in about 3 hours. Saw Dr. Harris. She was excellent. Would highly recommend this ER

My reason to go to C&W emergency room and on a bank holiday was a sprained (so I thought) ankle. I was in somewhat pain but I cannot properly walk without crutches. My ankle was incredibly bruised and swollen. As an American, I am floored that I walked away without spending a penny not even being a citizen and an experience that I will always remember. No more than 2 hours, 2 x-rays and 1 consultation later I received all my answers and left with no questions. I felt taken care of and the healthcare professional team is insanely nice--way more empathic than what I feel in the States. Not to mention the cleanliness is impeccable, wow! I never leave reviews either but dang the medical system in the UK definitely deserves it.

I've had the misfortune of havibg to attend hospital every other month, sometimes here and sometimes at St Mary's in Paddington. I look forward to C&W as its bright and breezy and has a decent selection of refreshment stops e.g. carluccios across the road where i often buy a tasty cake to cheer myself up! If you need to have blood tests, go on a thursday, dont know why but thursday is always a quiet day.

So a trip to the Doctor is never fun... well... depends on what your idea of fun is i guess.... (little shop of horrors, anyone?). These guys, however make the experience as painless (well... mentally?) as possible. always easy to make an appointment, wait times not all freaking day, friendly staff who are efficient and good at what they do. yeah, its a bit of a mission to get out there, but its a nice enough part of town and they are always willing to hear what i actually think and have to say without making me feel rushed and silly. thanks guys!

Well as hospitals go, this is a modern hospital. Can clearly see that it has had a refurbishment. I have just started attending here and so far seem to be doing well considering how much NHS resources are being stretched. Trying to find the right ward/department can be challenging as it is so confusing due to the number of various lifts and escalators there are. There is not much waiting time as you can get seen practically within 5 minutes of your appointment time or earlier. Was quite happy with that, as didn't wait around for long, even though they do have free wifi in the outpatient clinics, which if waiting around for a long time can be helpful to watch netflix. Will be back soon so will be interesting to see if this is how it is always run or if this time was an exception.

The Chelsea Westminster caused quite a furore prior to its opening, for several reasons: partly because it replaced the well-loved 'institution' that was St Stephen's Hospital, partly due to its exorbitant building costs and the fact that it was on such a large scale. Aesthetically, it looks to be an impressive modern hospital; in order to give it a less clinical feel there are diverse and changing displays of artwork on the walls. For access to your required floor, there's a decent choice between stairs, escalators and lifts. As it is of considerable size, it can be quite confusing to locate the direction you need to follow, although there is quite likely to be someone around whom you can ask for guidance. I had some tests carried out here, early in 2008. Five months on I was still persevering to get the results. Not because they were routine and insignificant. In spite of the fact that they required action and had been languishing in a file, with the relevant Consultant's department, it wasn't seen fit to inform me or my GP. Although I'm well aware that the NHS can be rather a lottery, I would have thought that resources are too precious to carry out tests for nothing (and not to follow through). I strongly recommend that if you are referred here, you do all you can to inform yourself and maintain strength and tenacity relating to your treatment and results.

My mother was recently admitted to Chelsea and Westminster Hospital and stayed there for 4 weeks on their David Erskine Ward. Although I found the nursing staff fairly friendly and helpful, my mother did not find them all the same and indeed there were some she found less than helpful and wanting in some respects. She was unable to get far from her bed and needing essentials like someone to take her to the toilet left her feeling very distressed. On many occasions it took an inordinately long time for a nurse to answer the call and hence it was too late. This caused my mother a lot of distress and she felt very undignified. The medical team did undertake a battery of tests on her and provided the results quickly, with the exception of a CT scan which had to be reported by a team at Hammersmith Hospital. This took almost a week to get results. As for the large variety of lifts in banks from A-D, well although this sounds like a lot, you can only get certain lifts to the wards you want to visit. For example, if you are visiting someone in bank D lifts, there are 2 and invariably you would wait 5-10 minutes for the lift. At weekends, forget about it - out of the 5 lifts in banks C and D last weekend, only one was working. Apparently this is regular practice at the weekend. I went to use the stairs, but bizarrely, you cannot use the stairs because they are locked, yes, locked, for staff use only. Where is the health and safety in this? There is parking available underneath and I don't know how this compares to regular parking charges in Chelsea. I was paying £12.50 for around 4 hours and don't forget that the hospital is within the congestion charging zone. When Chelsea FC are playing at home, the hospital provides parking for its supporters. There is a Costa coffee in the hospital and it does have its own restaurant, but for some strange reason, it was absolutely freezing and not only were the customers wearing their coats, but the staff serving were too! There is a Starbucks outside and a little shop called Snax which does some pretty good baguettes and paninis. Tesco Express is just across the road if you need some essentials.

My Swedish mother-in-law, Elsa 82 years, stayed at Chelsea& Westminster Hospital three days in April 2009 after damaging her leg in an escalator. This hospital was a very positive and great experience to her. The personnel was very friendly and helpful, and because she could only some words in English, I was allowed to stay with her as much as was needed. We have absolutely nothing to complain, and when comparing hospitals in Finland and Sweden, with this English one, The Chelsea & Westminster Hospital is one of the best we have stayed. To get sick abroad can be a very scary option, and maybe some older persons prefer not to travel at all because they are worried about hospitals. This experience encourages us to continue travelling to London and to United Kingdom, even on elder days. Thank you very much, all the personnnel at Ward RAINSFORD MOWLEM ! Elsa from Sweden

A first class hospital. I cannot commend this hospital enough. I recently underwent some eye surgery in the treatment centre and was struck by the excellent efficient service,the informative and helpful doctors and staff who were incredibly kind from start to finish.Even the teal lady was wonderful! I can only say positive remarks. It has restored my faith in the NHS for sure.

I have just been in for a gastric by=pass on the NHS at Chealsea and Westminster. I really can not find fault with them. They do not stop cleaning, everything was spotless. Staff are A1. Nothing was too much trouble for the nursing staff. (and i guess they have some really grotty things to do). I was on the Rainsford Molan ward. I was on the waiting list a rather long time, which was my only small gripe. The follow up care is good too. If i had gone private, there would be no aftercare, well, not unless your waving your credit card at them.

thsy looked after my mrs and me for the birth of our son. The midwives are great- from the community team- ours led by Juniper- to the hosp. Really good

im reallly sorry to hear that but as a nhs worker all the hospitals are the same you have to be in control now and search for your own treatment if you dont you basically die. but chelwest is better than many hospitals friendliness traditional nursing and helping you to get better. try central mid and you prob wont come out alive. i also know and ujnderstand from a patient perspective.

I had an op here a year ago and have been undergoing regular check-ups since. I find it quite disorganised and confusing. For example I went in for an ultrasound recently and the girl doing it was new, and told me that there was something strange on the scan but because she is not a doctor she needed to get a second opinion. She said i should call back that afternoon but she could not give me a number to do so. I called the reception staff of the dept as that is the only numnber available on the internet, for pretty much a week everyday with absolutely no joy - the whole thing was slightly humiliating and distressing - at firs tthey did not understand what i was going on about and then i had to explain my whole medical history to them and they still could not work it out. All that needed to be done was for a dr to look at the scan and write on my notes, which are accessible to most of the staff on the computers. So weird that they cannot just get a doctor or nurse to give me a call and let me know? Also the attitude of all the staff, especially the reception staff, is so RUDE! I am moving to america for a year's placement and to be honest I am quite relieved as cynical as this sounds i think the treatment and attitudes will be better because it is a paid for service, not that i agree with that, but the nhs is seriously lacking in the manners department! The reception staff they hire (including at my GPs office in Brook Green, hammersmith) are always so incredibly rude and unhelpful - and all they do is sit behind a desk 9 to 4:30, witha 1 hour lunch break. I work 12 h /day and I can still manage to be nice to people. when you have a worrying condition it is awful to be treated like that when you are already feeling vulnerable, and i often feel that they do not deserve all the credit they get for being one of the only national health systems in the world....GRR!