What I liked

I don't recall anything positive about my visit. Perhaps that I was able to speak to the receptionist without delay is one plus.

What could be improved

Exceedingly unprofessional. I called the minor injuries and ailments clinic on Saturday morning last week suspecting I had a ruptured haemorrhoid. I was told to come in and they would be able to check and give treatment and advice. I was able to get to Queen Mary's by mid afternoon, after the shift had changed. The receptionist found my condition amusing, and told me no one would be able to see me for this condition. When I informed them I had already called in the morning and been told to come in they went down the corridor to confirm, but came back to inform me that no one was willing to see me. I asked why I'd been told to come in but they were unable to give an adequate answer. Travelling to the hospital was an ordeal, the smirks and dismissal by the receptionist appalling, and the refusal of the medical staff to see me after saying they would is disgraceful.

The receptionist moved on to the person behind me in the queue and when I asked about the hospital complaints procedure, was told to wait while they finished dealing with the other patient. The other receptionist did nothing. It astonishes me that you have such incompetent people staffing your hospital. I will certainly warn anybody considering Queen Mary's to avoid it at all costs.

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Response from Queen Marys Hospital (roehampton)

First of all, I would like to apologise for the unprofessional treatment you received during your visit to Queen Mary's.

You comments have been forwarded to the senior manager for the Minor Injuries Unit, who will look into this immediately.

If you would like to take this matter further, or receive an update on the result of the investigation into your comments, please contact our Patient Advice and Liaison Service (PALS) on 0208 487 6322 or email Shona Ruff, our PALS Manager, on shona.ruff@stgeorges.nhs.uk

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