"really problematic complaints service"

About: Homerton University Hospital

I have had a terrible experience with Homerton appointment bookings. They are clearly really disorganised and cannot cope with any problems that come up. I waited for my appointment for 6 weeks. Just a day before my appointment they left a message on my answerphone that it has to be cancelled, leaving no reason why. I called back and they told me that my appointment was rebooked for two weeks later, on a date i cannot attend due to work commitments.

After being passed on to different irrelevant departments (in most of which rude people spoke to me), i finally managed to be put through to someone who i could talk to about my complaint, only to be told that there is nothing that can be done, there is no manager that i can talk to. The person said that the alternative date they offered me was "an emergency date", insinuating i should even consider my self lucky that this other date is offered. I asked to see someone earlier because my symptoms are rather serious, but i was told that this is a 'special week' and no clinics take place at all [?]. I asked for a letter that takes responsibility about this whole mess, but the person said that they cannot write such a letter.

A chaotic hospital with an appalling complaints service.

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Responses

Response from Homerton University Hospital

We are very sorry to hear about your poor experience with our appointment service. Your feedback has been passed onto the service. We would like to understand more about what happened on this occasion so that we can give you a full explanation and aim to resolve the issues you have raised concerning your care and treatment.

We hope you will contact our Patient Advice and Liaison Service (PALS) tel: 020 8510 7315, or text 07584445400, or email: PALS.Service@homerton.nhs.uk so that we can investigate further and give you an opportunity to discuss your concerns

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