"Terrible, old fashion front line staff"

About: St Mary's Hospital (London)

Soon after my son has been referred by a pediatrician from Queen Charlotte Ambulatory I received a phone call from St Mary's hospital to inform my son's appointment details. The person who called me apologised for the short notice and offered me an appointment 2 days later. At the date and time I turn up to my sons appointment just to be told that the appointment was booked for the following day. While I was explaining to the receptionist that I spent 1h to get there and my husband took a day off to accompany us to the hospital, a senior receptionist interfered in our conversation and rudely ask me if I have a letter that confirmed the appointment. I explained that I received a short notice call and therefore there was no paperwork. Again, the senior receptionist insisted in a very rude tone of voice to know who I spoke to over the phone and when I said I didn't know the name of the person laugh at my face. I had no reason to lie and I had no reason to take a 7 months old baby in public transports to paddington at 0900 in the morning. If I didn't know the difference between Wednesday and Thursday like the receptionist suggested, I wouldn't be able to write this in here. It is very sad that St Mary's hospital employs people that are inconsiderate and inhumane on its frontline when most of the patients and their families are vulnerable and apprehensive when they come to the hospital.

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Response from St Mary's Hospital

Imperial College Healthcare NHS Trust is very concerned to read of your experience and we sincerely apologise for the distress that was caused. Your comments have been passed to the service manager for Imaging at St Mary's and he would like to be able to investigate and to speak with you about this unacceptable situation. We hope that you will contact our PALS service pals@imperial.nhs.uk to provide your details so we can take this forward.

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