"waited for 2 hours and then my appointment was..."

About: St George's Hospital (Tooting) (London)

I was waiting for a letter for an appointment at the ENT Clinic for a fine needle aspiration of a nodule in my thyroid when on Monday 23rd March in the morning I received a phone call from the ENT Clinic receptionist asking if I could go for an appointment at 3.30pm on the same day. I said yes and I went (it took me 1 hour and 20 min to get there). I waited 2 hours in the waiting room to find out in the end that the Doctor left and they couldn't do the test. The registrar who talked to me asked me why I was there because they didn't received my file and when I explained they started trying to dissuade me form doing the test because, they said, in Italy we are too worried about Tyroid problems.. but if my doctor (an UK GP) asked for the test there must have been a reason, right??!! they re-booked me for the following Monday. when the following Monday I arrived for my appointment at 10.30am I waited another 45 min for the doctor to tell me my nodule was to small and I needed an ultrasound assisted fine needle aspiration and they sent me to the ultrasound department to ask for another appointment which will be book maybe in 2 months! I find all this utterly unprofessional and really disorganised, I have already wasted 2 full days of work and spent 12 pounds in tube costs to get no tests. Also I think they should have known that my nodule was small since I have done an ultrasound scan in the same hospital in February...

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Responses

Response from St George's Hospital (Tooting)

Thank you for your comment on your visit to St. George's Hospital. We are very sorry that your experience is below the standard we expect for our patients and relatives. Our Patient Advice and Liaison Service (PALS) is available to investigate or feed back comments on services that patients have experienced. By providing PALS with more information on the clinic that you visited PALS would be able to feed-back to the area your dissatisfaction in the service your received and improvements can be made. PALS is available on 020 8725 2453 or by email on pals@stgeorges.nhs.uk

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