"Clinic cancelled - Patients not aware"

About: Charing Cross Hospital

My husband had Neurology outpatient appointment for today, for angiogram. Letter told us to check in at 0900, We had to take time off work, arrange and pay for childcare. We arrived, I paid £12 for six hours parking then tried to check in. Check in machine didn't work so went to desk to be told that the clinic was cancelled last week and letters take up to 7 days. We checked our phones, no missed calls.

We were the 4th people to be turned away and there was a queue behind us all trying to check in for the same clinic.

Told parking non refundable and to talk to PALS. PALS office not open, new appointment made for November but an afternoon appointment, this procedure normally requires several hours in hospital so will query if this is correct.

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Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust is very sorry to hear about your experience when attending for Neurology outpatients appointment at Charing Cross hospital.

We are sorry to learn that you hadn't been notified that your husband's appointment had been cancelled and had issues contacting PALS to discuss reimbursement of car park charges.

Your comments have been passed to senior managers.

Patient Advice and Liaison Service (PALS) would like the opportunity to discuss your concerns further.

Please contact PALS on either 0203 312 7777 or email on pals@imperial.nhs.uk

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