"The staff were very friendly and while..."

About: Charing Cross Hospital

What I liked

The staff were very friendly and while having my procedure I felt I was in good competent hands. When the registrar was unsure - he got the consultant on the ward to come and have a second look.

What could be improved

Firstly, I never received my letter for my appointment. I had to phone the hospital to find out when it was. Mine is an annual review. Secondly, having now arrived for my appointment (on time), I had to wait an hour and a half before getting seen. There just weren't enough nurses to do everything. I was then given an admission form to give to the admissions department for a "priority" biopsy. I have been waiting 13 days just to hear from them. I have been phoning in the last week and it sounds as though they have lost my paperwork! Their admissions department is a mess and have no skills when dealing with patients! Very unimpressed.

Anything else?

This is not the first time I have had a problem with this hospital. Last year, I also had to phone up for my annual check up appointment only to find that they had changed my hospital number (without notifying me), changed floors (again without telling me that my appointment would be in a different place) and again their paperwork was out of date. They still had my old address from a couple of years earlier - even though I had actually sat with the nurse previously and watched her change it on the system! They have also changed the phone number for the specified department! All very frustrating and emotionally draining when you are a cancer survior!

Story from NHS Choices

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Response from Charing Cross Hospital

Thank you for your comments. We are pleased that you were happy with your care but sorry to hear that you were disappointed with our admission procedures. Your feedback will be shared with the relevant department. If you would like to discuss your concerns please contact our Patient Advice and Liaison Service (PALS) on 020 3313 0088 or email pals@imperial.nhs.uk.

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