"Very disorganised and careless reception"

About: University College Hospital

It was my first time visiting this hospital and as soon as I arrived I was told that my appointment has been cancelled 2 months ago. The receptionist was not helpful at all, rejecting to give me any information and just advised me to call the appointments department. I was waiting on the phone for more than 10 minutes for someone to give me a reason for this with no result, since people kept transferring me to other people who never turned up. The receptionist still insisted in not being helpful and therefore I went myself to find the appropriate clinic. I asked another receptionist in a particular clinic to show me where to go and she was also very rude. Eventually, I managed to be connected again to the line of the supervisor of the appointments department. He said that I should have received two letters informing me about change of appointment and rescheduling date (for which I was not even asked) but I never received them. It took us around half an hour for him to admit that it was a mistake on behalf of my GP, which he then recalled when the GP practice manager called him to ask for details. All in all, it was a very bad first impression, unacceptable and very unprofessional for such a big hospital. I hope I will have better treatment when I eventually manage to see a specialist.

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Responses

Response from University College 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 UCLH. 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.

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