"The medical staff were medically ..."

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

(as the patient),

What I liked

The medical staff were medically competent.

The physios were friendly, and sympathetic to the failings in the rest of the system.

What could be improved

Every other aspect of the experience was poor, but especially the initial appointment booking and once there the co-ordination between the three departments (fracture clinic, physiotherapy & MRI). Each department needed separate appointments, and none of which the other departments knew realistic lead times for or scheduled the care plan around.

There should be a single point of contact who takes charge of each case and co-ordinates the treatment in the different departments, rather than leaving the patient to navigate the system.

Anything else?

My initial fracture clinicappointment was lost, but I was sent a physico appointment before I had seen a doctor to OK the treatment. I turned up for a walk in casualty for a standby appointment, but had to go back to my GP for another referal letter, before i could be seen.

The consultant that saw me requested an MRI for the next day but the counter staff told me that was not possible. I was referred to book my own MRI scan. MRI wouldn't book my appointment while there, so i had to wait for a letter for an appointment several days latter, after my next Consultant appointment.

Basically the admin for outpatient care, especially around appointment booking and co-ordinated treatment from several departments sucks !

There is no sense of urgency or concept of trying to inconvienience patients by scheduling appointments together.

Staff don't care about the delays caused by passing issues between departments

Patients are left to navigate the various arcane admin and booking systems by themselves.

I would never choose to use this hospital again.

Story from NHS Choices

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Response from St George's Hospital (Tooting)

Dear Ian

Thank you for taking the time to post comments about your experience at St George's Hospital and I was sorry to learn of your concerns. The comments have been forwarded to senior nursing staff and management for the areas concerned. If you would like a personal response to your concerns please contact the Complaints and Improvements Department (links below) with further details. Please note that a complaint must be made within 12 months of the events which caused concern.


Thank you once again for your comments and we hope that any future contact that you may have with the Trust will be more satisfactory in nature.

Yours sincerely,

Sarah Duncan

Patient Advice and Involvement Manager

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