"Imaginary appointment"

About: University College Hospital

I had to go A and E for an infected boil. The A and E was okay, waited for an hour which was fine. I then went to the HTC and was seen almost immediately.

The assessor was rude at first but became warmer when they saw the situation.

The nurse who had to take my blood was lovely in person, but was growing frustrated as they couldn't get blood from me (I was cold) and passed me on to another. The nurse was more concerned about going home than to take blood from me.

The next nurse futilely slapped my wrist and constantly questioned if I drank water.

Then the surgeon came in, tried to take blood ( failed) but said it was not mandatory. The consultant then ran me through the procedure that would occur as my boil turned out to be an Abscess. So the consultant booked me in for a surgery, told me to eat at 6am and not drink any water after 10:30am and to arrive at 11am.

Finally, I arrive at 11am, go to reception and it turns out I have not been booked in at all. The worst part was that the surgical reception was closed. So even if I were booked in it would have been a waste of time. All in all, it was fast service but at the cost of being in effective.

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Responses

Response from University College Hospital

Thank you for taking the time to feed back to us. We are very sorry to hear about your recent experience of A&E at UCLH. We would be grateful if you could contact our Patient Advice and Liaison Service (PALS) via pals@uclh.nhs.uk or by calling 020 3447 3042 so that we can look into this.

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