"A&E Receptionist gave seriously wrong information"

About: Charing Cross Hospital

This morning about 8.15am we were called by a Dr in A&E who asked us to attend the Charing Cross Hospital urgently as our brother in law was critically ill. After travelling from Hertfordshire in rush hour, we arrived to be told the patient had been discharged home. After questioning the receptionist said the patient had been transferred to Hammersmith Hospital. We sent a text to the patient's wife asking where she was & she said she was was waiting in the Relatives Room at Charing Cross. We asked where this was & were told there wasn't a Relatives Room. Under the circumstances we were stressed & scared & would have appreciated help or understanding. When I told the receptionist that she was wrong, she just blamed the computer. Helpful? I don't think so.

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Story from NHS Choices

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Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust is very concerned to read of your experience and we sincerely apologise for the distress that was caused. You indicate that this incident happened in December. However, we have only received this NHS Choices posting today 21st January. Your concerns were passed to the Service Manager and A & E consultant who have reported that the A & E and GP run Urgent Care Centre share the same reception at Charing Cross. They report that there is clearly a need to ensure all the receptionists, whether employed by Imperial College Healthcare NHS Trust or community health services are helpful and fully aware of how both the Emergency Department and the Urgent Care Centre areas work and who to ask for help when needed. We sincerely apologise that the UCC receptionist gave you incorrect information. The UCC operations managers will send out a reminder to all the receptionists concerning the importance of checking both the ED & UCC systems when dealing with enquiries and who to involve in both areas if they cannot help the enquirer. We hope this is helpful and thank you for the feedback. If you have further comments please contact our PALS service pals@imperial.nhs.uk t

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