"Inexplicable approach"

About: Queen Charlotte's Hospital

I was referred to the hospital for IVF after 2 + years trying to conceive. 12th May I called to give a change of address which I finally got through and did. I was told to call back if no appointment was received within 3 weeks. 2nd and 3rd June, having heard nothing I made 60 calls each day, finally getting through to a lady who told me I was in the system for an appointment but it was extremely busy and I was unlikely to get an appointment before August at the earliest but they would send it out. I asked her to check my change of address and was cut off and couldn't get through again. So, 4th June I went in person and was told off for walking in off the street when they're so busy. If they don't answer the phone and cut you off when you do get through, perhaps this is to be expected. Kindly, they confirmed that they had my change if address and to wait. 19th June I received post sent to my old address from the new tenant including a letter from the Hospital dated 19th May advising that the referral was rejected. So the wrong address was used and after the hospital knew I'd been rejected, staff continued to tell me I was on the waiting list for an appointment. I find this inexplicable - even if I'm clearly just another number in the queue, it's an inefficient use of hospital resources. Appreciate that in the big picture of things, trying to conceive is not a life threatening disease and the NHS is under strain but isn't this the speciality of this hospital? Plus it has a reputation as the best in the country. Anticipating from previous reviews that there will be a stock, possibly electronic, reply that the hospital is concerned to read this, I can't see what will change.

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Response from Queen Charlotte's Hospital

Imperial College Helathcare NHS Trust is sorry to read of your experience and we sincerely apologise. This is not an electronic response and we would like to assure you that feedback via NHS Choices is important to us, it is recorded and reported to our Directors of Nursing and Patient Experience and to senior staff in the particular service. We aim to learn from service user feedback and complaints. It would be important to investigate your concerns and to facilitate that we hope that you will contact our PALS service with your details pals@imperial.nhs.uk. Alternatively you can speak to Christine Cornell, PALS Manager on 020 3313 0088.

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