"Frustrated and really sad"

About: University Hospital Lewisham

First visit for consultation in August 2015, went to womens health, two places to present at reception to let them know you are here, one said other and one said early pregnancy.

There was a massive queue for early pregnancy and no queue for other.

My husband and I waited at other just to ask where we should queue, this caused world war three in the long queue as people thought we were pushing in - this was not the case but I was not there for early pregnancy.

Eventually (more than five minutes) a receptionist met our eyes and told us to queue in the long queue, half an hour later I was seen at reception which by then had made me look late for my appointment.

No one could find where i should be and a notice on the board said a doctor was running an hour late when I asked if that was relevant to me they said they would wipe the notice off as it was for a different day. After queuing for so long was then told to go to a completely different part of the hospital to sit in another waiting area to be seen was really distressing.

When your coming to a hospital and are feeling anxious this kind of thing does not help at all.

I have to say my consultation was fine.

Told to take my notes to pre-assessment and book an appt.

My case was urgent within four weeks. Dropped off my notes and was told someone would contact me for an appointment.

I work full time and would need to give notice to my empolyee of upcoming assessments and surgery. Two weeks went by still didnt hear anything it took me three days and a message to say I was going to PALS to eventually get through to some one that said I should have been sent letters out for appointments but I had not received them.

Now the appointments are next week and its such short notice for work committments.

I will of course attend but this service so far is appalling.

I work in the NHS myself and not manning a phone number given out to patients is wrong and then not answering one of the four telephone messages I left is even worse.

I feel really anxious and upset about the way I have been treated so far. I hope I can report a different story after the pre assessment and surgery.

The lack of communication is really bad and not returning patient's telephone calls/msgs is just wrong. I do not miss appointments and always call to rearrange if I have a problem but its like they almost want you to not attend with no letter or confirmation or even a phone call.

You have to give every number under the sun when you first register, they had my mobile, work and home number and no one called me.

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Responses

Response from University Hospital Lewisham

I am very concerned to read about your experience in Women's health last month. I apologise most sincerely on behalf of our service and I will be investigating the issues you have raised relating to the queuing system at gynae reception and communication.

We will ensure these aspects of our service are improved. Please do email me directly on rosie.jackson@nhs.net if you feel happy to discuss your experience.

I can then be more specific in my investigation and apologise personally.

Kind regards

Rosie Jackson

Head of Nursing Women's & Sexual Health

Lewisham and Greenwich NHS Trust

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