"Appointment booking failure"

About: St Thomas' Hospital (London)

Anything else?

Usually, st thomas' are quite well run however my issue is just with the eye department regarding an urgent follow up appointment that should have been booked by the receptionist within a two week period as per request of the consultant. The receptionist said shell send out a letter. The letter we received was for an appointment at eye clinic under a different consultant dealing with a different speciality of the eye. That's fine, we attended as usual and the doctor asked if we were due for laser treatment (which was the urgent follow up) said yes but we've not received a letter for that - and thought that the appointment we were at was for laser. We went to their own receptionist computer to check whether we had been booked for laser eye treatment within the two week period- the lady said no appointment had been booked. The doctor requested the receptionist to book it asap for the eye clinic 1 which she did and then we did attend. Apparently, when seen by the first consultant, we were way overdue for laser and it should've and presuming that we had missed an appointmentt . I explained that the receptionist didn't book and that we didn't receive a letter. Apparently 'it should've been chased up by me'?! I was quite annoyed the whole day. Two different appointments at two different clinics but same department- recetionist not doing her job properly, expected to chase them up and when you do call them to book for something specific they cannot - only which doctor you'll see. There are some good doctors there don't get me wrong but I did not appreciate the way the doctor dealt with that situation. He didn't even say he'd look into the booking problem, which annoyed me more cos then we'd actually know whose fault it was.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from St Thomas' Hospital

We are very sorry to hear that you had a poor experience in our Ophthalmology Department. We would like to investigate this to see what went wrong and learn how we can improve our service to avoid a similar situation occurring in future. Please contact our Patient Advice and Liaison Service (PALS) on 020 7188 8801 or email pals@gstt.nhs.uk so that we can discuss your concerns.

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story