"2 and a half hour wait"

About: Queen Mary's Hospital

This morning, for my gynaecology appointment, arrived early. During the course of my wait, someone else complained about their wait and another had discovered their child's name had been crossed off the list before they had been seen by the intern - I take it the young man was an intern or similar, who knows - who had taken over from the new receptionist while she had lunch, which led to me to check on my appointment, only to be told by a confused receptionist, after a two and a half hour wait, that my doctor had gone. As the reception area was tiny, and I have normal hearing, and no one called my name (I did not leave the room), I can only surmise that there must be a systems failure in place and that my notes were filed away before being called. No one, came out to check on those waiting, different clinics going on in a small area and different agendas. I was told that another appointment would be sent out after a half hearted indignant apology (where is the training?). £5.00 parking and feeling very upset. Who can I complain to?

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Response from Queen Mary's Hospital

I am sorry to read of your experience and dissatisfaction with the communication you received and would encourage you to contact the PALS department at St. George’s Hospital if you have not already done so. You can talk to the Patient Advice and Liaison Service about your experience and further investigation can take place, pals@stgeorges.nhs.uk or on 020 8725 2453.

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