"Once great hospital, already sliding downhill"

I have been attending the Centre since it opened, for Cancer clinics, chemotherapy and haematology. I have no question marks against any of my medical or nursing treatment, and exempt the haematology unit from any criticism. They have always dealt with me without delay, and been friendly and committed. My criticisms centre on the increasingly slapdash and non-patient-friendly management aspects, and communication. Even in the (appalling) Rosenheim, lists of delays were posted on white boards. Now we have electronic boards, which have been designed not to allow information about estimated times/delays to appointments. Initially, patients were able to wait on the ground floor until they were called (By text!) to the relevant consulting room. Now we are herded to an area which any third-world hospital would be happy with, to await a call to the consultant. Many people have to stand and wait, even though they have cancer!, because the seats are full. What happened to the excellent texting system? After a minimum 1 hour wait to see your consultant, things get worse......you now need to sit in a tiny corridor on uncomfortable chairs, for, in my experience, an hour or more to see the pharmacist, who simply endorses what the consultant has written. What is the point of this step.....especially since the she will tell you that it is going to take 1 to 1.5 hours to prepare your chemo. (Don't believe her, by the way, since it has never been ready when I get to the chemo area after 1.5 hours). So, go away for 1.5 hours, come back to chemo, where I have never had to wait less than 1 hour (and once over 2 hours) to get a "chair"....then start your chemo.....on my last three visits, I have arrived at the Centre at about 9.30am, and never left before 6.30pm. The system is a mess. It worked well at the outset, but standards are slipping fast, which is why I am writing this now, in the hope that someone will take a grip. There is no point in having a shiny new hospital, if you treat your patients like cattle. I have already twice filled in forms (including my contact details) to let you know my opinions, once spoken at length to a "manager", who admitted she had been there less than a week.....all promised responses......I have heard nothing.

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Response from Uch Macmillan Cancer Centre

Thank you for taking the time to feed back to us. We are very sorry to hear about your experiences in the Macmillan Centre. Your comments have been forwarded to the relevant manager. Please do not hesitate to contact our Patient Advice and Liaison Service (PALS) via pals@uclh.nhs.uk or by calling 0845 155 5000 ext 73042 if you would like to discuss things further.

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