"Poor service"

About: Queen Charlotte's Hospital

Not very happy in the way my mother was treated so far under queen charlottes Admin staff and the nursing staff in the gynaecology dept are the only staff that are polite and know what they are doing and been friendly but the problem I have is the medical staff we saw today in clinic comes to meet us in Stubbs being rude and unprofessional to me when I was trying to ask questions regarding my mothers health this is my mum 3rd visit and still no answers to why there is multiple cysts in her left ovary and what's the plan of action but no the reg we saw talked to us about the menopause in a very patronising way and was rude did not look in her main notes but was more note taking in the temp notes as a member of staff myself that works in the very same trust knows that when a main set of notes are found the temp set should be merged into the main set in case information gets lost . Tells my mum is a missed period and tells her go to the Gp to get two sets of tablets in which just the name is on a blank piece of paper no dose nothing my mum has rheumatoid arthritis and is on a lot of medication and that this was not checked to see if she can take toes tablets. Was told come back in 3 months time to see again if the cysts are gone have another scan this will be a 3rd one (last visit no hospital notes so had to have scan again and there was one cyst and was told this visit plan of acton will be done) and have a blood test as well The nurse in clinic who took my mums bloods explain to my mum better in what the doctor did I work in the nhs for 10 years and was so proud in what I do and I never thought I be so ashamed of the service we provide to our patients in what I saw today my mum been in a lot of pain since Christmas and we don't even know the outcome if the cysts are cancer or not and to go though the scan again for the 3rd time it's all too much for her.

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Response from Queen Charlotte's Hospital

Imperial College Healthcare NHS Trust is very concerned to read of your experience and we sincerely apologise for the distress that has been caused. You have raised some significant issues and it is would be important to us to be able to investigate and respond to the concerns that have been raised with regard to your mother's care. To facilitate this we hope you will contact our Patient Advice & Liaison Service pals@imperial.nhs.uk

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