"Outpatient appointment in neurosurgery"

About: Charing Cross Hospital

Anything else?

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!.

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Responses

Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust is pleased to her that your mother had a good consultation with one of the Neurosurgery doctors at Charing Cross hospital. However, the Patient Advice and Liaison Service (PALS) are concerned about you and your mother’s experience in the outpatients department at Charing Cross hospital. PALS would like the opportunity to look into this matter with the outpatient department managers. PALS would be grateful if you could kindly contact PALS on 0203 313 0088 to discuss your concerns further.

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