"Frustrated"

About: Charing Cross Hospital

I was referred to the minor oral surgery department Sat year. I'm sad to say that the only job the appointments team at CC hospital are capable of doing is telling you that your problem is not their responsibility. Cutting a long story short(er), despite informing the oral surgery department of a period I was out of the country I was given an appointment for surgery during this time. Upon getting the letter I got in contact to cancel the appointment for it to be rearranged at a suitable time. This new appointment was never made and I was marked as having not attendedthe original surgery time. As a result of the hospitals mistake I am being denied another surgery appointment without attending the same pre surgery consultation again. On calling both the appointments team at CC and the oral surgery team I've been unable to get hold of someone willing to help set up a surgery appointment without another pointless repeat of the same pre surgery consultation I've already had but rather to find people who continuously defer the issue to each other and deny responsibility for helping me out. No one seems concerned with using common sense and is instead insistent on wasting my and doctors time by not admitting or being unable to see the shortcomings in the design of the processes that are unable to deal with a circumstance outside of the norm. This is not the first time I've experienced poor service from those involved in the administration processes behind Charing Cross. Unfortunately similar things can be said of the service set up to ensure patients concerns are acted upon and continuity of care within CC hospital is given with a lack of regard for those it purports to serve. In fairness, the treatment, once delivered, is of a good quality although I am still waiting for the oral surgery department before being able to pass judgement!

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››