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Rude and inefficient

Story from nhs.uk

"Rude and inefficient"

About: Central Middlesex Hospital

Anything else?

Admin staff who are offhand to the point of being downright rude and a consultant who wandered in an hour late for his first appointment. Consultant then appeared to blame me for the fact that I had, in his opinion, been incorrectly referred to him. I dread to think what will happen when (or if) I ever get the surgery I need.

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Responses

Response from NHS Constitution Team, Department of Health 10 years ago
NHS Constitution Team
Department of Health

I provide accurate information about the NHS Constitution to support users of Patient Opinion when making a complaint

Submitted on 18/10/2013 at 15:14
Published on Care Opinion at 15:35

Dear Anon,

I am sorry to hear about your experience at Central Middlesex Hospital

I recommend that you contact their Patient Advice and Liaison Service (PALS) in the first instance to take your complaint directly to the point of care, but you may also wish to register your experience with Healthwatch England. Healthwatch England is the new consumer champion for health and social care which has a role in gathering people’s views on their local health and care services to influence and challenge how they are provided. You can find your local healthwatch on the following link:

http://www.healthwatch.co.uk/

You may also wish to use the NHS Constitution to support your correspondence with these organisations. The NHS Constitution can be found on the following link:

https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/170656/NHS_Constitution.pdf

And it has a supporting handbook of explanatory notes which can be found on the following link:

http://www.nhs.uk/choiceintheNHS/Rightsandpledges/NHSConstitution/Documents/2013/handbook-to-the-nhs-constitution.pdf

I am aware of one right that you can refer to, protected in law, which I would like to draw your attention to:

1. ‘You have the right to be treated with dignity and respect, in accordance with your human rights.’ –NHS Constitution, p. 8

You may also wish to refer to page 5 of the NHS Constitution should you complain, which outlines the values that NHS providers should be asiring to deliver.

I hope that this information proves useful for you,

NHS Constitution Team

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Response from Central Middlesex Hospital 10 years ago
Central Middlesex Hospital

Submitted on 23/10/2013 at 09:18
Published on nhs.uk on 24/10/2013 at 04:00

We were sorry to learn of your poor experience. Your feedback will be passed on to the management team for this area so that they can take appropriate action.

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