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Care Opinion

Ambrose King Clinic

Posted By Raphael

"Ambrose King Clinic"

About: The Royal London Hospital

(as a service user),

I could not leave a review on Google Reviews (technical issues) hence sharing my experience here.

I have been to Ambrose King Clinic several times. It has been nicely refurbished. The staff has been professional and pleasant. 

My complaint is about their horrible time management. Every time I come I wait around an hour to be seen (appointment) for a minute. If I wait one hour each time, it is a pattern showing a normalised dysfunction. 

The receptionist gave me the most idiotic excuses ever. 

Firstly I was told that it is a free care clinic. 

What I am hearing is that if something is free it has to be inefficient by default. Of course, it it not free NHS care. I pay very high taxes for the NHS. I do not receive free care. It is paid for. 

The second excuse was that ”everywhere is like this”. A very poor excuse not to be better organised. 

Let us keep our definitions clean. A 10am appointment, for example, means that the client is seen at 10am, not 11am. If you have a policy of seeing clients within an hour, do not call it an appointment, and also  why are you unable to have a standard-basic on time appointments. I keep hearing it is normal in London. It is bad time management. Let us call it what it is. 

Should you need a tutorial on how to manage your appointments I am happy to give you one. 

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Responses

Response from The Royal London Hospital 4 years ago
The Royal London Hospital

Submitted on 05/02/2020 at 12:53
Published on nhs.uk at 12:55

Dear Raphael

Thank you for your feedback.

We are sorry to read that you are repeatedly having to wait an extensive length of time past your scheduled appointment to be seen at the Ambrose King Clinic. We were very disappointed to learn that your experience did not match the expectation you had of us.

We would like an opportunity to look into the issues you have raised and the findings of our enquiries can be shared with you, if you wish. We would therefore like to request that you contact our PALS Team on site with your details either by email to RLHpals@bartshealth.nhs.net or telephone 0203 594 2040.

Kind regards

Central Complaints Team

Barts Health NHS Trust

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