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"A strong anti-patient approach and unchallenged..."

About: Charing Cross Hospital

What could be improved

I have attempted to register with the GPs surgery at Charing Cross Hospital 3 times.

First attempt:

Staff were polite and took all the ID details. No confirmation of my registration received.

Second attempt:

Several months later, I was informed that they had no record of my initial registration. I asked them to check back their records. A person claimed that I must have attempted to register somewhere else' (?). They then claimed that they 'had never, ever, ever lost a registration form'.

As my husband was with me when I brought in the registration documents initially, it was a very bizarre statement to make. They were unpleasant, bordering on abusive, and the lies were not helpful. My husband suggested that it would be more constructive to apologise and re-register me. They didn't apologise - but I then got another form which I re-submitted. Unsurprisingly, I received no confirmation of my registration.

Third attempt:

July 2011 I made a third visit to book an appointment. The receptionist told me they had no record of my registration, but immediately apologised and gave me another form to complete. I handed this over with all my documents. They were efficient, polite and helpful.

Unfortunately, once again - no confirmation.

I am convinced that the person that I dealt with processed my application.

So what happened to it?

Fourth attempt:

I tried to make an appointment. The very helpful person I spoke to said there was no record of my registration. They passed me on to the rude person again. Again, they were appallingly rude, insisting that they had no knowledge of my third registration attempt.

Who is 'losing' these registration forms?

Anything else?

I am shocked by the level of rudeness by one member of staff who clearly believes that they are untouchable. Further, I am dismayed by what appears to be a pen-pushing culture which allows an administrative clerk to block access to medical care.

If this person spent more time liaising with their more professional colleagues and less time insulting patients, then perhaps patient health could be prioritised over internal politics?

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