"My father came to A&E by ambulance ..."

About: St Mary's Hospital (London)

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My father came to A&E by ambulance TWICE within 2months with the same problem.He does not speak fluent English however is able to understan and communicate.I was assisting him once and once was my husband.E verything was fine except that they kept using his address which is not valid for the past 10years.We kept reminding the staff about the error however nobody seemed to care...We have received so far two letters with the wrong address in another country (!).We were also waiting for follow-up apointment which never was gicen to us despite stating it in letters.When we voiced our concerns about the mistakes the nurses in charge agreed to correct it but having said that they did nothing.I have visited the GP today who called the urology clinic who did not have any appointments arranged for my father because nobody referred him there! The Gp was v.annoyed and called the clinic correcting the address for us and demanding the appointment!

I feel nobody really listened to us although we kept bringing proofs of address and NIN number.Nobody cared! We tried to tell them new address aprox.5 times.Each time we were told that it is correct. ?????????? would love to complain to take it further. It is just unacceptable to ignore people like that.What if it would be sth serious not just kidney stone????

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Responses

Response from St Mary's Hospital

We are very disappointed to hear of your experience and take on board your comments. You raise some concerns and we would ask you to please contact our Patient Advice and Liaison Service (PALS) on 020 3313 0088 or email pals@imperial.nhs.uk to address the issues you mention.

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