"Continuation of experience on the phone"

About: Queen Charlotte's Hospital

To continue with my complaint above I was on the phone for an hour and 15 mins today being told at the end that I was next in line but when my husband checked with the operator was told that the antenatal appointment section was now closed as it was 5pm. So I was basically to be kept next in line on the phone forever till I would hang up. Tomorrow I will have to go through the same saga this time with a toddler around unless I am contacted by the hospital as I have filed an official complaint with pals@imperial.nhs.uk. I have no more words to express my frustration and this is just to book an appointment.

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Response from Queen Charlotte's Hospital

Imperial College Healthcare NHS Trust is very disappointed to read of your experience. This is not the service we aim to provide and we sincerely apologise for the experience you have reported. Thank you for contacting us so that your concerns can be investigated through the complaint process and we can ensure that improvements are made.

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