"The hospital seemed quite clean."

What I liked

The hospital seemed quite clean.

What could be improved

I was referred for a vaginal ultrasound scan by my GP.

I received two letters for appointments both of which were dated on Sundays. My first appointment was for Sunday the 20th of December. I turned up 20 minutes early.

I found someone who appeared at the first Radiology reception desk who worked there but was apparently not a receptionist. They seeemed surprised that I had been given an appointment on a Sunday but their only suggestion was to wait at the second reception desk. So I waited patiently for half an hour at the reception desk.

It looked like there had been appointments for Saturday but that no receptionist had been working as there was a message on the reception desk saying that on Saturday the 19th of December the radiologist was with a patient and would come out when they were ready to see the next person.

There was no one around this whole time.

After half an hour I went back to the person at first the reception desk and asked them what I should do - they had no ideas. I asked if people usually had appointments on a Sunday and they said in their experience had never seen any - which it might have been helpful if I'd been told before.

On Monday I called the radiology department but was unable to speak to anyone so left a message explaining what had happened. I had used this number to make the appointment in the first place and had been called back previously.

No one has called me since then.

The following week I was at my GP and told him what had happened. He said it seemed unusual and would follow it up. Since then I have not heard anything from the hospital.

The only thing I have received is a letter stating that I am now on the organ donor list. It seems a bit unfair to me that my organs are wanted but but if I want treatment I have to fight for it.

Anything else?

I do understand that my health is my responsbility and that I should follow these things up but I have tried to follow this up and I get the feeling that its a wasted exercise.

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Responses

Response from Queen Marys Hospital (roehampton)

Thank you for making us aware of the problems you had in our Radiology department in December.

Please contact me directly on 0208 812 7642 or on tom.magill@wpct.nhs.uk so we can give you an update on your care, and re-arrange your appointment if necessary.

We take issues like this very seriously - please get in contact with me as soon as possible. In the meantime, I will pass your comments on to our Radiology team. They will investigate this issue and make sure that it doesn't happen again.

UPDATE: Thank you for getting in touch with us. I'm glad that we were able to quickly arrange a new appointment for you at a convenient time and date. Our Radiology team are now looking into ways that they can improve their signage on quiet clinic days, so this doesn't happen again. If you ever have any problems with our services at Queen Mary's, you can contact our confidential Patient Advice and Liaison Service (PALS for short) on 0208 487 6322 or by email on pals@wpct.nhs.uk

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