"Disappointing Experience "

I am writing to express my dissatisfaction with the service I received during my appointment for HIV PreP treatment today at 13:15 at the Mortimer Market Centre. Despite arriving promptly at 13:00 to ensure punctuality, I encountered several issues that significantly disrupted my experience.

Firstly, upon arrival, I was unexpectedly required to complete forms and a self-test kit. This additional requirement was not communicated to me when I scheduled the appointment, resulting in unforeseen delays. As a result, my appointment ran behind schedule by 15 minutes, which was particularly inconvenient as I had to attend this appointment during my work lunch break.

Furthermore, upon entering the consultation room, I was informed that I had completed the self-test kit incorrectly due to unclear instructions provided in the toilet. This revelation was frustrating and disappointing, as it hindered my ability to proceed with the consultation and receive the necessary treatment. Regrettably, due to time constraints, I was unable to provide another urine sample as requested, ultimately preventing me from obtaining the HIV PreP medication.

The entire experience not only wasted my time but also incurred additional expenses for transportation. I am profoundly disappointed with the level of service provided and believe that improvements are necessary to prevent similar issues from occurring in the future. Specifically, I urge you to reconsider the way self-testing procedures are explained to patients and to ensure that instructions are clear and easily understandable. Additionally, I recommend evaluating the suitability of the toilet facilities for self-testing, as the lack of appropriate space for personal items further exacerbated the situation.

I sincerely hope that my feedback will be taken into consideration and that necessary measures will be implemented to enhance the quality of service for future patients.

From a very unhappy patient