"Appointments - A Shambles"

About: Guy's Hospital

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I regularly see four departments at Guys, no issues at all with the medical staff. But getting an appointment is inconsistent and can be extremely unsatisfactory. Department A - I'm seen every three months, at the end of the appointment the person I see checks their diary, offers me a date and time, I agree and walk out with these details confirmed by prined letter. Aside from instances where uncontrollable situations force a rearrangement this works fine - this is how it should be done. Department B - I'm supposed to be on a yearly review cycle. There appear to be between 14 and 15 months in a year and I don't know when my next appointment will be until a letter mysteriously appears a few weeks prior (sometimes I have to remind them that I'm supposed to be reviewed). Department C - although I need to see them yearly I can only get an appointment when referred by Department B. Once this pantomime has been performed they are fairly sensible about arranging the appointment - usually call me and we can arrange something mutually convenient. Department D - again a yearly review (they do seem to have 12 months in their year), but I sometimes need "on demand" treatment (things break, which need fixing). Last time this happened they ignored my request for 10 days, then called me to say "no appointments" (more or less as abruptly as that). Further pursual revealed that they have an appointments system which only works six weeks in advance. As with Department B I just receive letters - which contain various threats of dropping me from their patient lists if I fail to attend (and - despite some entries made to my records, I have never failed to attend any Guys appointment). So - why can't everyone behave like Department A? Or is the intention going to be to find out which appointments system is worst for the patients and standardise on that? Note - I've ticked "dentistry" below, an option for "several" would have been more appropriate.

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Response from Guy's Hospital

Thank you for taking the time to feedback to us. We are very sorry to hear about your recent experience at Guy's Hospital. We would be greatful if you could contact our Patient Advice and Liaison Service (PALS) via pals@gstt.nhs.uk or by calling 0207188 8801 so we can investigate this matter further and explain our booking administration system.

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