"Bad experience of Southwark Emergency foot care clinic"

About: Guy's and St Thomas' NHS Foundation Trust

(as a relative),

Today my brother took time out of his working week to take my mother to the emergency foot clinic at Peckham Gaumont surgery, as she has an infected ingrowing toenail which has not improved on 2 week course of antibiotics.. My mother is 91 yrs old, has vascular dementia is partially sighted, deaf and has very poor mobility. However he managed to get her there at 12. 30 for the clinic which started at 1. 30 and is a walk in clinic. After queuing for an hour and being fourth in line he was told that the clinic was now full and he would have to leave. When he pointed out my mother's age and debility he was told he could sit and wait but it would be at least a three hour wait. As my mother could not cope with such a wait they had to leave. I think this is a truly appalling service, and clearly from the feedback on the Gaumont surgery website this is not unusual. Everything could have been better... the staff attitude, the treatment of elderly and disabled with care and respect, the need for more appointments and a better system to ensure people do not make difficult and unnecessarily pointless journeys. The entire system needs an overhaul.

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Response from Beth Wilcox, Complaints Manager, Guy's and St Thomas' NHS Foundation Trust

I am sorry to hear that your mother and brother had such a poor experience. It clearly took considerable effort to get your mother to the clinic, and it must have been extremely frustrating not to be seen. If you would like us to investigate what happened in your mother's case please contact me on 020 7188 3733 or email me direct on beth.wilcox@gstt.nhs.uk so that I can get a few more details from you. In the meantime, I have alerted the Clinical Director for Therapies to your post.

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