"Out patients visit at Chelsea and Westminister Hospital"

About: Chelsea & Westminster Hospital

(as the patient),

I checked in to their new self check in system in Out Patients. I did not get any instructions on what to do next, so I walked to one of desks and was told to go to Gate 4. When I got there I found there was a queue of people waiting to check in at the desk. I was told by one of the nurses that I had to check in again at the desk! Joined the queue and had to wait a while when my turn came because the receptionist was busy on the computer. I gave my details and waited yet again then was told to take a seat and wait. The receptionist did not pull out my notes as is standard practice. My appointment was for 1030. I was checked in at reception by 1015. I waited and waited and was called in by the nurse @ 1052. The nurse apologised and informed there were problems because notes were not coming through. I only got in because she had recognised me and pulled out my notes. It is unacceptable. Why change something that works for an abysmal system. I voiced my concern to the reception staff member and I was told that unfortunately this is how the new system works and patients just have to put up with it! It certainly beggars belief, is the new system for the convenience of patients or the hospital?

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Chelsea & Westminster Hospital

Hello, We are very disappointed to read of your comments about the Outpatient Services. If you wish for the hospital to investigate your feedback, please contact us directly at pals@chelwest.nhs.uk Kind regards, Patient Advice and Liaison Team

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful