"Chelsea and Westminster: registrar didnt bother to turn up for my appointment "

About: Chelsea & Westminster Hospital

(as the patient),

I attended for a 2pm appointment. This appointment had previously been put back, as the hospital failed to give me enough notice to rearrange my work schedule. I am a busy professional who cannot be absent from the office at the drop of a hat. When I called previously to reschedule that appointment, I was told in a schoolmistress tone that I would only be permitted to reschedule twice.

I arrived at 1.35pm and checked in for my 2pm appointment. By 2.30pm, I had not been seen, and had not been provided with an explanation by anyone. I was simply left sitting in a corridor.

Until that point, no attempt had been made to locate the registrar, despite the presence of the Day Unit Manager on site.

Only after I enquired at reception, were attempts made to reach the no-show registrar. The Day Unit Manager then approached me 40 minutes after my scheduled appointment (without introducing himself or informing me of his title until I asked) and told me I would have to reschedule. No reason whatsoever was provided for having my time wasted.

Why is it that NHS time is considered more valuable than the time of the taxpayers like me who fund it?

Patients are consistently informed in the most patronising way that they must turn up in good time – not to mention the irritation of the inane unsolicited text message reminders. As a competent professional with a busy schedule, I am capable of keeping appointments – yet hospital staff are not, perhaps they should receive the text message reminders.

It is bad enough that NHS patients are fobbed off with registrars rather than fully qualified, experienced doctors – then they don’t even bother to turn up. The registrar did even not have the courtesy to inform colleagues that he would not be attending; attempts were only made to contact him/her after 2.30pm when I queried.

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Response from Chelsea & Westminster Hospital

Hello, Thank you for your feedback. I am sorry to hear that your recent experience was less than satisfactory. We have also received your letter regarding this matter and have forwarded copy of the letter to the senior member of staff for investigation and direct response to you. Kind Regards Patient Advice and Liaison Service Chelsea and Westminster Hospital NHS Foundation Trust

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