"Terrible communication"

About: St Mary's Hospital (London)

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I visited a gynecologist in May and was referred to a hysteroscopy. I was told that I will have to wait for about 4 weeks to get everything done. 3 weeks had past and I had not heard from them. I then decided to call them myself. I dialled outpatient department, but the secretary was on holiday - she asked in her voicemail not to leave any message and there was no redirection available. I then e-mailed outpatient department with my query, but have still not got any response. I called colposcopy clinic, where I was treated before, in hope that they could look up my profile etc. The lady there was actually very nice, but told me that I was still on the waiting list and apparently there was no eaxct date for my operation. One and a half month after my initial consultation, I got an e-mail from St.Mary's hospital saying that I missed my outpatient appointment, which was one week ago (and that I will have to be referred again)! I was extremely furious and called the hospital again, using the phone number from the letter. No one could help me out there and I had to call 5 different numbers, everytime being redirected to another "responsible" person. Eventually, I was given a chance to explain the situation. I said that I received no letters from the hospital, I got no calls, and I was actually told that I was still on the waiting list a couple of weeks ago. The lady promised to talk to (another) responsible nurse and figure everything out. One week later I received another letter. It said that hospital offered me *multiple* dates for the opperation, that they *tried hard* to contact me, but got no response to *any* of their letters!!! And, of course, that I had to be redireced again if I still needed the operation. They left me speechless

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Response from St Mary's Hospital

Imperial College Healthcare NHS Trust is concerned to read of your experience with regard to Gynaecology services at St Mary's and we apologise for the communication problems you have reported and the distress this has caused. It would be important to understand what happened, to investigate and ensure we learn from this. To faciliate this we hope that you will contact our PALS service pals@imperial.nhs.uk .

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