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What I liked


What could be improved

The booking system and call centre.

Anything else?

I am yet to receive treatment for my injury, but not without trying.

I have contacted Queen Mary's 12 times over 5 days and they are still unable to confirm an appointment for me.

Firstly they were unable to find my reference which had been faxed over from my GP and they said it was my responsibility to chase it up. I confirmed several times that it had been sent.

When they finally found the reference they booked my appointment but did not confirm the time or date with me by phone, only by mail which I received AFTER my appointment date.

Due to me 'missing' my appointment they discharged me without my knowledge and now require me to get another reference from my GP in order to get treated.

To make matters worse, every time I phone the hospital I am put through to a department that never picks up the phone and I have to ring back. The majority of the time the only person I am able to speak to is a call centre operator who is unable to help me at all. Out of my 12 calls I have only ever spoken to a helpful person twice. Very Frustrating. logo
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Response from Queen Marys Hospital (roehampton) 11 years ago
Queen Marys Hospital (roehampton)
Submitted on 22/07/2010 at 14:37
Published on on 25/07/2010 at 20:39

First of all, I would like to apologise for your difficulty trying to get through to your service at Queen Mary's.

You can call our Patient Advice and Liaison Service (PALS) on 0208 487 6322, or reach them by email on to rearrange your appointment.

I have forwarded your comments to the senior management of the hosptial to investigate. To carry out an indepth investigation, however, we will require some more information (such as which department you wanted to contact and when your appointment was).

If you would like this to be followed up, please contact the confidential PALS service to provide this information and they will begin an investigation.

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