"Poor customer service "

On Friday 6th June had my daughter’s appointment at 3:15 pm for a ganglion cyst assessment.

I took a half day at work (was difficult as work was very busy) and arranged with daughters school (had to send them 2-3 e mails back and forth as they needed more information why I have to pick her up at 1:45 pm instead of the school usually finishing at 3 pm but did that and got it approved.).

Travelling from work to daughters school - 40 mins

Travelling from daughters school to Chelsea and Westminster Hospital from daughters school - 1 hour 10 mins

Appointment lasted for less than 5 mins. Doctor simply asked my daughter “how are you feeling, is it bothering you in any way”

My daughter said “no it’s fine”

And the doctor said ok that’s it. We will review it in one year. The doctor didn’t touch/inspect/assess the ganglion as there is still a visible lump so it is normal for one to expect that this would be assessed properly by touching it, perhaps scanning it to see what liquid is inside and how much is it. As in the past that has been done and liquid was squeezed out, but not fully hence some of the lump remains.

I was hugely disappointed with the lack of empathy and attention that one would expect and so far this hospital has been absolutely amazing but this appointment was particularly upsetting due to the way it was handled.

And so after the appointment which barely lasted 5 mins, we travelled for another 70 mins where I dropped my daughter and then another 30 mins back to my work to complete what I needed to do.

I wish the doctor reads this review and so they understand what parents go through in making the appointment (hour of back and forth journey and asking permission from work and school) and so can give a bit more time to the appointment and explain the reason of why the scanning is not being done this time and do a proper assessment by feeling it and perhaps ensuring just the word of my daughter is not taken at face value. Not that she cannot be trusted but sometimes kids behave like kids and it’s not their fault.

Also I could have asked these questions at home “is it hurting or bothering you darling?” And when she said no as she did in the hospital, simply cancel the appointment as this is what the doctors is going to do (if I only knew) and not go through the rigorous process of requesting work and school to attend this appointment. Happy to provide more information if you would like me to.

But I was dissatisfied. Hope this does not repeat as I am more likely to attend in 12 months and I would like this ganglion issue gone once and for all and not come in for appointments anymore. Thank for your time in reading this.