"A good hospital but clearly very busy"

I have been attending the National Throat, Noise and Ear Hospital at UCLH for around the last four years due to a recurring cholosteatoma. They have operated on me twice and I am on the waiting list to go in a third time. The quality of my care had been generally very good. The doctors, surgeons and consultant that I have seen have been professional, courteous and friendly. Hearing tests are performed efficiently and thoroughly. The anesthetists have been extremely patient with me (I'm very needle phobic so getting me under can be a challenge) and the nurses that have looked after me in pre-op and post-op care have been excellent. Waiting times in the waiting room are variable depending on when your appointment is in the day. At times I have been seen almost immediately, other times I have waited for two hours or more. They did have a ticket system in place to speak to receptionists to check you in but fortunately they have now got rid of that in favour of a self service kiosk. The only place where this hospital really falls down is its appointment waiting times. If you have to miss an appointment due to illness or other circumstances, it can take months to get another. Even when the doctors ask you to come back in X months, it's not entirely unusual to get an appointment X+1 or X+2 months after they say. Waiting times for operations seem to be on the high side. I realise that the hospital has limited resources but UCLH is supposed to be one of the top hospitals in the country, I find it hard to believe that they can't improve.

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Responses

Response from Royal National Throat, Nose & Ear Hospital

Thank you for taking the time to give us your feedback. We're so pleased you were happy with the care and attention you have received from all the staff at the Royal National Throat Nose and Ear Hospital, UCLH, and we will feed this back. However, we are very sorry to hear about your experience of waiting times for operations at UCLH. We would be grateful if you could contact our Patient Advice and Liaison Service (PALS) via pals@uclh.nhs.uk or by calling 020 3447 3042 so that we can look into this.