"Processes failure."

About: The Royal London Hospital

My GP referred me here for an urgent ultrasound. Called to try and arrange an appointment- turns out they don't do appointments over the phone and I was advised to walk in and that I would be seen upon arrival. Walked in today and was told to go home and wait for a call back this afternoon and that I would probably be seen today. Was called and offered an appointment- in a week. Apparently the first available. When I asked, pointing out that my referral has urgent on it, I was offered an appointment in another part of the trust in two days time. It's not clear to me why they don't accept appointments over the phone or why they're giving misleading information about a walk-in service which seems not to exist. I did definitely just waste two days of annual leave though. On the plus side the receptionist was very friendly. Clearly this is an issue with poor management, inadequate procedures and insufficient capacity to manage their caseload.

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