"Chelsea and Westminster Appointments line"

About: Chelsea & Westminster Hospital

(as the patient),

I received a letter giving me less than a week's notice of a hospital appointment. As a busy professional and some one who a number of chronic health issues, I must balance work commitments with many hospital and other medical appointments.

Since I already have 2 medical appointments booked next week - and this letter left me with 3 working days' notice, I called to reschedule.

I was told by the operator in a patronising tone that they would only allow the appointment to be moved once for a social reason and once for a medical reason.

What about professional reasons? For example, the fact that one is trying to hold down a demanding career despite being ill, and cannot manage 3 absences from the office in 1 week for medical appointments?

The NHS has lost sight of the fact it has a statutory obligation to provide a service to the tax payers who fund it.

I may well need to reschedule the next appointment - who knows - and based on this policy, I will then be denied care by the NHS.

It never ceases to amaze me how the NHS pays no regard to the fact that we have lives and jobs - some one needs to keep things running when we spend hours travelling to and then waiting for NHS appointments that invariably run late! Even without my pre-existing 2 medical appointments, less than a week's notice is not workable for a busy professional.

The operator spoke to me as if I was a child. On the plus side, albeit patronising, she was more articulate than some of the others I've dealt with - I couldn't understand a word one was saying due to a poor command of the English language


Response from Chelsea & Westminster Hospital

Hello, We are sorry to read of your comments about the service you received. Providing a good patient experience is important to us and it would be helpful to have more details so we can investigate the experience you have reported. If you wish to facilitate this, please contact Patient Advice & Liaison Service at pals@chelwest.nhs.uk

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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