"Appointment / Referrals"

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

I was diagnosed with a benign brain tumour five weeks ago and was assured by St Helier that I would have an appointment with St George's neuro within two weeks. I called after 2 weeks to be told they did not have my referral. My GP faxed (yes faxed!) this to them and they assured me I would have an appointment within 10 days following triage. I called two weeks later and I was still not registered as they claimed they did not have the referral - then they found it and promised an appointment by early the following week. Another week (five weeks since diagnosis) I called again - I have been registered but not yet given an appointment - offer one in another 5 weeks. that will be 10 weeks since being told this devastating news. I was warned by many that the admin at St Geroge's was shockingly poor - but this is awful - the tone of the staff each time in this department just simply did not care at all - my GP has been great and supportive but cannot make them go any faster - the lack of consideration of digesting such news and dealing with them has made my fear for the future worse. If they can get this first bit so wrong what is next? My saving grace is that a friend knows the consultant and says they are the best. I have to just wait - I will not make a formal complaint for fear that it will jeopardise my treatment plan. To anyone else - keep calling every day until you get your appointment. I am shocked at how this works - I have already been diagnosed by the MDT team at St George's so cannot understand why the long wait and messing about. Depression sets in quickly with a lack of knowledge and understanding with this diagnosis - and this is purely poor admin causing this. I expect that once I have met the consultant I will feel much better, but I could never forgive these members of staff who simply did not care. These people are the front line of the NHS and why the NHS gets such a poor reputation. Staff of Neuro - please if you read this put yourself in the patient's shoes and imagine what it is like to have such a diagnosis and how long you would like to wait for some reassurance? I have made up the section below as I am waiting to visit.

Story from NHS Choices

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


Response from St George's Hospital (Tooting)

Thank you for taking the time to post your comment on your concerns with St. George's Hospital. We are very sorry that your experience is below the standard we expect for our patients and relatives. Our Patient Advice and Liaison Service (PALS) is available to investigate or feed back comments on services that patients have experienced. By providing PALS with more information on yourself PALS would be able to feed back to the area your dissatisfaction in the service and help with communication. PALS is available on 020 8725 2453 or by email on pals@stgeorges.nhs.uk The telephone is busy but PALS make every effort to contact patients and to help. The hours are 9-5 Monday to Friday.

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