"Keep patients informed!"

About: St George's Hospital (Tooting) (London)

What I liked

Staff were knowledgeable and courteous.

What could be improved

The parameters of service of the Walk In Centre need to be improved. It was not obvious that minor injuries could not be treated and that A&E needed to be visited.

At A&E the staff were courteous but not informative. A promised wait of "less than two hours" became three and a half. After two hours we approached reception and were told we were "next" but after another hour and a half and many patients being seen we were still waiting. There appeared to be a lack of frank and up front communication. It reminded me of the late arriving taxi and you are told by the coordinator "he'll be there in 5 minutes" each time you call at ten minute intervals.

Story from NHS Choices

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Response from St George's Hospital (Tooting)

We were very sorry to learn of your concerns regarding the walk-in centre and the A&E department at St George’s Hospital. This is certainly not the level of service and care that we strive to provide for our patients. If you would like to receive a personal response to your concerns then please do not hesitate to contact our Patient Advice and Liaison Service (PALS): pals@stgeorges.nhs.uk or complaints and improvements department: complaints.compliments@stgeorges.nhs.uk.

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