"Outpatient appointment in neurosurgery"
About: Charing Cross Hospital Charing Cross Hospital London W6 8RF
Attended outpatient clinic yesterday with my mother who was the patient. Doctor was excellent, very empathetic and clear in explanations. However there was no attempt by the nursing or ancillary staff to manage expectations while waiting for appointments. No indication was given of how long we would have to wait. In the end it was over an hour past the appointment time. For the staff, there was a lot of chatting among themselves ignoring those waiting except when patients needed to be called. Staff need to remember that they are effectively on stage and everything they do and don't do has an impact on those waiting - many of whom are apprehensive about being in a hospital environment. Also the phone number on my mother's appointment letter was incorrect. when she tried to phone it before attending she was told the number was wrong and could she draw it to the attention to the booking-in staff. This she tried to do but was told this was nothing to do with them but a different service!.