"Fracture Clinic Reception"

About: Homerton University Hospital

This department Fracture Clinic Reception, is the worst that I have ever dealt with. They are inefficient and extremely unprofessional. I say this because I have not only been given the wrong dates for appointments and been sent away on the day the Registrar expected to see me for a CT scan when this was a mistake on their part. They refused to let me be seen with a known fracture. It also involves waiting 15 minutes (whilst standing) on a couple of occasions while they take their time in booking anyone in. Today was the absolute limit. I should have had a further appointment and repeat x-ray 8 weeks into my fracture. I had called the previous Friday only to be told a letter had been sent to me re-arranging my appointment to the 27th July, some 5 weeks later! As arranged by Central Bookings. No such letter has arrived. Can you tell me how central bookings who are non clinical can make a decision like this? This would have meant that had I not confirmed my appointment I would have gone to the clinic today , only to be turned away yet again. My experiences have included a member of staff using the F word (albeit under their breath) but loud enough for me to hear and also their colleague, whose eyebrows shot up in disbelief. When I tried to address this with the member of staff concerned, they refused to acknowledge me. Minutes later they used Jesus Christ in exclamation. Absolutely beyond acceptable by anyone's standards. When I had to attend for Physiotherapy for my first review appointment, which I was assured was in the Fracture Clinic reception Room 5, I am being sent around to the Physiotherapy department and told I was in the wrong place. It was only after I insisted that the member of staff ring the Physiotherapy department that they confirmed I was in the right place. The member of staff did not even known that Room 5 was in their area! I also witnessed them arguing with the Registrar when they insisted that I be seen the next day. I have to say once you progress beyond reception everyone had been excellent, including the staff in the plaster room Stuart and Paul. It is just a consistent unacceptable standard by reception. I work in the NHS and was still struggling to get any help so it does not even bear thinking about what someone would do who was less able to navigate their way around the system. I also called twice today and was put on hold for nearly 10 minutes each time. Unacceptable. I cannot bring myself to leave even a single star as my whole disagreement has been with my treatment by the reception staff, none of the clinicians.

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Response from Homerton University Hospital

We are very sorry to hear about your poor experience at fracture clinic reception. Thank you for taking the time to tell us. Your feedback has been passed to the service and your positive comments fedback to the plaster room staff. We would like to understand more about what happened on this occasion so that we can give you a full explanation and aim to resolve the issues you have raised concerning your care and treatment. We hope you will contact our Patient Advice and Liaison Service (PALS) tel: 020 8510 7315, or text 07584445400, or email: PALS.Service@homerton.nhs.uk so that we can investigate further and give you an opportunity to discuss your concerns

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