"Out patient clinic"

Today I had an appointment for Breast Screening. I had a day off work and arrived at the hospital to see a typed notice on the volunteer desk saying the clinic had been cancelled and to rebook! Whilst I appreciated things go wrong, machine broken, staff sickness some explanation would have been helpful, especially as this is the second time this clinic has not run properly. I arrived for my scheduled appointment 2 years ago to find that too had been cancelled and astonishingly some more people had been invited to attend. So, double the numbers and the machine didn't work for about half an hour. Patients have lives too and make arrangements to attend on the scheduled day, the least the hospital can do is to provide some explanation and learn from past experiences. I nearly rang to ensure the clinic was going ahead, but thought this couldn't happen again! On a positive note, the volunteer was extremely helpful, even though they had been given no information themselves. Not a position to put your volunteers in I would suggest. So many thanks to them for their good customer service.

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Responses

Response from Teddington Memorial Hospital Hrch

Thank you for taking the trouble to bring this matter to our attention. I was sorry to read of your recent experience and for the frustration you must have felt. I will pass your comments to the relevant service including the positive comments regarding the volunteer. We would like the opportunity to look into this further so I would ask that you please contact our Patient Advice Liaison Service (PALS) on freephone 0800 953 0363, or via confidential email at pals.hrch@nhs.net Thank you Robin Chapman Patient Experience Manager