"Haematology clinic - worst care I have experienced"

About: Kingston Hospital / Clinical haematology

I was very disappointed by my visit to the haematology clinic.

I waited (with my infant) for nearly an hour.

I was told the doctor was with another patient, but as the wait continued I was moved to sit outside the clinic itself.

When the doctor came out, there was no patient with them. Having waited a very long time, I was even more disappointed to be told by the doctor that they could not / would not offer treatment for my blood clotting disorder (for which I was referred by a GP).

I accept that the NHS does not always cover preventative care (I have not yet had a blood clot), however, when I challenged their answer, the doctor checked the computer for the latest treatment recommendation (shouldn't they have checked this before they gave me an answer?).

Then, when I expressed my surprise, they told me that another hospital would probably give me a different answer - their tone was a mix of overly apologetic, and acting like I had wasted their time by coming in.

This 'treatment' discussion went on for about 10 minutes before I gave up and left.

Also, I have an odd bruise in the back of my leg which developed two days before my appointment, and I asked them if it might be a blood clot - instead of giving me a check themselves, the doctor lectured me that I must go to A&E and that they are not set up to check these types of things.

Fair enough that perhaps it's an emergency, but the online recommendation is to see your GP or go to A&E....surely a haematologist is better than my GP in this situation?

Is it outrageous that I would ask them about it, since I already have an appointment?

They acted like I was either incredibly ignorant (I am not), or totally irresponsible with my health (I am quite proactive about my health).

After this frustrating and pointless exchange, it took me another 15 minutes to pay for parking.

First I didn't know my number plate and had to go check my car.

Then I tried to pay by card, and the card machine wasn't working - so I had to go back to the car yet again to get coins.

Then, I attempted to pay a third time - that machine was also broken.

My fourth attempt was finally successful.

All of this with a three month old, who was incredibly distressed by the time we left .

Mothers without child care may want to choose a different haematology clinic - I wasted a lot of time, and got absolutely no help.

Story from NHS Choices

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Response from Kingston Hospital

Thank you for your feedback, really sorry to hear about your experience. If you would like to send more details to comms@kingstonhospital.nhs.uk so we can look into this further for you. I have sent your feedback onto the car parking team as well to make them aware.

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