"If you change processes - then inform us and your..."

About: St Peter's Hospital (Chertsey)

I can't praise highly enough both the treatment and investigations I've received from your Gastro department. Your staff are kind, considerate, polite and always made me feel at ease But I am extremely disappointed to learn that your outpatient booking system has changed, and you haven't informed the patients - or indeed your booking staff who seem unable to explain the situation in a clear or consistent manner. Apparently letters will now be sent out 6 weeks in advance of the appointment rather than being booked at the point of the last appointment. Or maybe they won't. Or maybe you'll call me. Maybe my appointment should have been booked but it wasn't by mistake. Or maybe they didn't say that. Perhaps because I sounded confused by this they offered to book me an appointment now, but when I am unable to do a date that you suggested, the accusing me of trying to get an appointment on a date that suits me when I've simply suggested a date I can do to try and help things. I'm very angry after a 27 minute call to a lady who didn't really seem to be aware of the new procedure herself and contradicted herself several times because of it. I'd be grateful if this could be clarified to all outpatients so we can understand what is happening. Or at least let your appointment booking staff know what should be happening.

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Response from St Peter's Hospital

Thank you for taking the time to post your comments on here. Thank you for praise and compliments to our staff and the treatment you’ve received, but we’re extremely concerned to hear about your experience trying to book an appointment. Without more details it’s difficult to comment further. Please could you contact our Patient Experience Team on 01932 723553 or email pals@asph.nhs.uk who will be able to discuss this with you and investigate this further.

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