"Very poor urgent ENT referral outpatient care"

The management of patient appointments at this department is exceedingly poor and the care received was no more satisfactory. I arrived at the time of my appointment and had to wait an hour and a half to be seen, with absolutely no communication concerning the likely length of wait. Even when I asked after 45 minutes how long it was likely to be I was just advised to sit down and that I'd be called when it was my turn. I understand that medical care by its nature may run over, and have no objection to that (I'd rather have to wait for an appointment than be rushed out the door as soon as I get to see a doctor) however that no advice is given that a long wait should be expected either at the time of the booking of the appointment (so one can plan accordingly) or when booking in at reception is rude. No patient would be seen if they turned up an hour and a half late without prior notification so why do they think it is acceptable to treat their patients in this way? They even have boards in the waiting room with a section for the current expected waiting time - which were blank - very unhelpful! Then the consultant was exceedingly dismissive. The junior doctor identified the same problem I had however the consultant told us we were both wrong and offered no alternative solutions - there is nothing I find more annoying in doctors than the assumption that they know your body better than you do. After this experience I am investigated private care, which I can ill afford, but I also cannot afford to remain unwell which I fear I will if I leave it in the hands of the NHS.

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Responses

Response from Royal National Throat, Nose & Ear Hospital

Thank you for taking the time to feed back to us. We are very sorry to hear about your recent experience of outpatient services at the Royal National Throat Nose and Ear Hospital. We would be grateful if you could contact our Patient Advice and Liaison Service (PALS) via pals@uclh.nhs.uk or by calling 020 3447 3042 so that we can look into this.