"Poor experience at Dermatology dept."

About: Chelsea & Westminster Hospital

Shambolic and disorganised, that is my overall impression of Dermatology department at Chelsea and Westminster hospital. First they lost my file so it took them nearly two months to actually book my biopsy appointment (during that time I had called them several times, was told someone would call me back the next day, and of course they didn't call for two weeks, so I called again, and the same thing happened again - nobody called me back, and so the time kept ticking by while I wondered what this potentially cancerous lump on my back is doing to me...). One of the people I spoke to while trying to book my appointment (male) sounded totally disinterested, almost half-asleep. Eventually someone else (female) called and booked me in. Then on the day of my appointment, I checked in and waited in the reception area, heard every patients name called out, watched the screens where other patients names came up, watched as people came and went, two hours went by until I asked at the reception desk how much longer might I have to wait to be seen, only to be told they had "called my name earlier", which was absolute nonsense. I'd sat there the entire time, it was quiet and I am 100% sure that nobody came out to call me. So somewhere along the line, someone wasn't doing their job correctly, and they wanted to make it look as though it was my fault, like I hadn't heard them. A complete lie. So they said to wait a little longer and they will call me again later but at that point I began to have doubts as to whether I wanted to be treated by them at all. Clearly they need to work on their verbal communication skills (on the phone and in person), and while I'm sure there are wonderful doctors and nurses who work there, frankly from my experience I would rather go somewhere else. A total waste of time.

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Responses

Response from Chelsea & Westminster Hospital

Hello, We are sorry to hear about your experience. If you wish for your complaint to be investigated, please contact the Patient Advice and Liaison Team at pals@chelwest.nhs.uk . Kind regards, Patient Advice and Liaison Team

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