"Timescales for GP Referralls appalling,"

About: St Mary's Hospital (London)

My husband was referred to ENT in August 2015 after persistent sore throats which went and returned but did not clear completely. St Mary's even advertise on the IOW Radio to go to your GP if symptoms persist. 3 month wait to be seen at ENT. After, calling 'Appointments' to see if my husband could be seen any earlier - the admin staff who seem to be in charge of medical care refused any consideration for patients trying to be seen earlier, nor did they recommend returning to the GP or any other process other than, 'No - we haven't enough Doctors available so you have to wait. We waited and immediately on seeing us, the lovely ENT Consultant brought in the Cancer Nurse Specialist and the paic began. Tonsils out the following week and in 3 weeks teeth out and we began to discover the complete lack of communication between hospitals and the un-necessary trips to QA when treatment could have been done at St Mary's. I wonder which member of staff will re-imburse our ferry travel?????? All individual staff are wonderful but they all have their compartments and do not step beyond them. This means that our experience of St Mary's, Southampont and QA has been that the organisations have the over-all personality of Hanibal Lecter with no empathy for a patient's whole experience, disassociation from responsibility, distortion of success by statistics (move you around waiting rooms so that you are not in the system until a certain point?), denial of any responsiblity (it's not my job syndrome) and those in power stil have their jobs! Everyone has been wonderful within their box but the system leaves us not cared for, actually feeling let down and abused by lack of staff's time and energy. Junior Ward Docs working 12 consecutive shifts of 12 hours with no time for the loo or a drink, having to do extra shifts to pay rent - Hospital Leadership, you should be ashamed of yourself. How does this sort of staff abuse impact on us patients? We know as my disalbed husband will tell you about the avoidable tears and panic that we have experineced on top of a diagnosis of Cancer. Thanks for that.

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Responses

Response from St Mary's Hospital

Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices website.

You have raised some significant concerns which have been reported to divisional directors covering St Mary's hospital.

We are very sorry to read that you and your husband's experience has caused a high level of anxiety and distress.

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

Please contact PALS on 0203 313 0088 or email pals@imperial.nhs.uk

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