"I've always been impressed ..."

About: University College Hospital

(as the patient),

What I liked

I've always been impressed with the helpfulness of the staff, as well as the facilities.

Most importantly, I felt that my concerns and symptoms were taken seriously and I was well cared for. Generally, I believe that the standard of care is very good indeed.

What could be improved

Communication between departments and with me has been patchy - I've missed appointments (and worse, procedures) that I did not know had been booked for me, therefore wasting scarce resources; though I feel this is already improving.

There is a long wait to see a specialist (both in clinic and to book). Although this is largely unavoidable, it becomes problematic when I have a flare-up, and I am recommended to go to A&E, even though this is a chronic disease and I'd rather not be taking up a bed in acute wards. Perhaps a little more emphasis on self-care or ongoing arrangements with chronic patients (or ability to see a consultant at the clinic soon) may ease the congestion there?

Anything else?

I've been attending UCH as an outpatient in the Gastroenterology clinic and occasionally as an inpatient for five years. In this time I've been seen at A&E, stayed in wards and been in for endoscopies and MRI scans. The quality of ongoing care is brilliant and largely makes it worth the long waiting times. Most importantly, I don't feel that my care has been rationed in any way, and that I will be offered whatever treatment or test is felt to be helpful. All in all, thank you.

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Responses

Response from University College Hospital

Dear S

We're delighted you found our clinical staff so helpful and been impressed by our facilities. However we were disappointed to hear about your poor experience with the lack of communication between hospital services and yourself. If you would like to contact our Patient Advice and Liaison Service with the details of your experience, we would be glad to look into this further

Patient Advice and Liaison Service

Opening hours Monday - Friday 9am - 4pm excluding bank holidays.

Telephone number: 020 7380 9975

Email address: pals@uclh.nhs.uk

Fax number: 020 7691 5806

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