"Day treatment - urology department is awful"

About: The Whittington Hospital

My GP refereed to a urology consultant. Today was my appointment, after waiting nearly 4 months. My appointment was 7:30 am on the letter, when I arrived it was a different story, the nurse said that she is going according to a list and it doesn't matter when you have arrived or how long you have waited for. We (me and other patients) were asking for any updates every hour regarding when we going to be seen, but she kept telling us the doctors are discussing the list! - what list! I waited till 11:45 and we have been told that they couldn't get hold of the consultant that meant to see us - no one from the other patients have been seen also. If she was transparent from the beginning and told us that there is a possibility that consultant is not in, I would have saved my time and left. They have asked us to come back tomorrow to been seen, but I have rejected the offer because the way they dealt with us was unprofessional and unacceptable. The staff tried to apologize, but sorry isn't enough when I have waited for 4 months to been given the appointment and more than 4 hours waited to been seen and missed my work for half a day sitting at the hospital doing nothing, while half a day of my holidays been deducted.

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Response from The Whittington Hospital

Please accept our sincere apologies that this was your experience; we fully accept this was unprofessional and unacceptable. Due to the nature of providing a healthcare service sometimes we may be faced with unplanned emergencies however we would expect all staff to provide patients with accurate and up to date information whilst in our care. We would like the opportunity to discuss you experience in more detail. If you feel able to provide more detail then please contact our PALS Service on 0207 288 5551 or whh-tr.whitthealthPALS@nhs.net

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