"I was referred to the ENT unit ..."

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

(as the patient),

What I liked

I was referred to the ENT unit and in total had 3 visits. The first doctor I saw was so arrogant that, on the last occasion I attended when I thought there was a danger of being seen by him again, I refused. My received impression was that this arrogance masked either a lack of confidence or a lack of ability. Further, for my first two appointments, I had to wait between an hour and an hour and a half, despite having an appointment. Why give appointments if you cannot manage time sufficiently well to keep to them within fifteen minutes or so?

The final time I attended, I only waited for half an hour. This was not, however, because they were any better at their time keeping but more because I was run into by a hospital bed with some force whilst walking along a corridor to ENT and had arrived considerably shaken. As a result, they were anxious to deal with me and let me get home. The bed that had run into me had lots of oxygen cylinders underneath it so the momentum was considerable. I was lucky not to have any bones broken. I complained about this incident and ended up writing to the CEO as the complaints procedure was so unsatisfactory. (Apart from anything else, I was initially told by a member of staff that she had to write the incident report for me - how insulting is this, it is as though members of the public are all illiterate incapables.) I eventually received a letter saying that they would look into the incident but no apology and no follow up letter or explanation.

As a result of the above I found a specialist in another European country to consult.

What could be improved

Staff attitudes. Patients come from all walks of life and from all backgrounds. However, we can think and are not all stupid.

Anything else?

When a complaint is made, there should be a proper follow up by the hospital. Further, those making a complaint should not be treated as idiots.

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