"Internal co-ordination not great"

About: The Whittington Hospital

I was directed to Emergency Departments for my treatment today. As this was my first time visiting the hospital I was grateful when a few members of staff were able to guide me to the right place while I was desperately trying to find the emergency department. I was seen by a nurse within 15 minutes after my arrival and taken further for tests before seeing a doctor who was very friendly, understanding and put the effort in finding a solution to my problem. I was then directed to another department with a reference letter that would allow me to make an urgent appointment. This is when the problems started - the receptionist at the second department refused to have a proper look at the reference letter and pointed me to day care as they did't understand what the letter was about. I thought this might be a normal procedure and followed their instructions, which were clearly wrong. The same thing happened with day care team, who, after not looking properly at the letter, advised me to check this with the appointment team, who then investigated what needs to be done and sent me to the same department and receptionist who I saw earlier. I finally got my appointment but was disappointed how the co-ordination between teams was lacking. They could just pick up the phone or ask me further questions that would make the situation clearer instead of making me run through the hospital in search of the next pit stop. I really hope this is one of a kind situation and no one needs to go through the same steps especially if it's urgent.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from The Whittington Hospital

Thank you for taking the time to tell us about your experience. We will pass this onto our emergency department team to look into.

  • {{helpful}} of {{total()}} people think this response is helpful