"If you could go elsewhere, I would"

You can see why this place is in special measures.

Toilets don't work, patient services operate 5 minutes a day, reception staff are rude, there's the usual pre clinic checks of being told what's going to be done to you, rather than asked, I'm sure I've heard 'patient choice' somewhere. Outpatients consultations aren't done in private. Complaints procedures are useless, online forms ignored and PALS here as soft, fluffy and intangible as elsewhere. Clinics are booked, then rearranged, latest no less than 4 times, when I asked why, there were no clinics on the date I was booked!!! Outpatient letters don't have the phone number for the department, just the generic outpatients line. As to letters, if I DNA I get kicked out, if the Trust cancels an appointment, the letter should tell you why. My last, excellent, hospital did this, patients, the most important person in the deal surely, got copies of clinic letters, not here. Anti patient information culture, on the a little knowledge is a dangerous thing theme no doubt.