"Missed appointment and total indifference of PALS..."

About: Guy's Hospital

I had an appointment in the Dental Department at 11.00am on 31 March 2014. I registered with the reception at 10.55. At 12.30, having not been seen, the receptionist told me all the staff had left so I could not be seen.No other explanation was offered. I was somewhat upset, so registered an informal complaint with the PALS office, where the staff told me I could expect a response within five days. 66days later, despite several telephone calls and a personal visit to the office, I have still received no explanation, much less an apology for the indifference I feel I had experienced. I accept that my cause for complaint was minor, but it could well have been life threatening. Shame on PALS you do a grave disservice to GUY's reputation .

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Responses

Response from Guy's Hospital

We are sorry to learn of your unsatisfatory experiences of both PALS and Dental Services. The Manager of the Dental Services has been informed that you have not yet received a full explanation and should be in contact to address any outstanding issues. The PALS Lead has submitted the following response: 'Thank you for your feedback. I am very sorry that you are dissatisfied with the service you received from PALS. When an issue is being addressed via PALS, the case would be referred to the appropriate management team and would ask a member of the team to contact the patient/service user to discuss how they can resolve the case. We ask for cases to be addressed within five working days. I am sorry that your case was not responded to within an acceptable time frame. We are committed to learning from complaints and continue to strive to improve our patients’ experience. PALS use fortnightly group supervision sessions to discuss work related matters and personal and professional development issues; your experience will be discussed with the team and used to emphasise the importance of responding to cases efficiently. To support the team with this, there has been a review of the service’s case monitoring procedures; further measures are due to be implemented whereby cases are monitored on a weekly basis to help ensure cases are reviewed and responded to in a timely manner. '

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