"The only UCL hospital where nobody smiles"

About: The Heart Hospital

I have never been an inpatient so my review is about my experience at the outpatient department and they were no good. It is not about the medical care which was wonderful,it is about the way that place is run. It started that they forgot to book the appointment and forgot it for many months.Long last it arrived and the first time I entered the building I had the feeling that it was not going to be a pleasant experience.The receptionist sat behind a long counter,did not smile,did not think to get up and come to greet me.I am well over 80,quite feeble but was expected to walk along the long counter to ask for t directions. Found the department,booked in at a lady who made sure I knew she had more important things to do and sat down and waited to see a doctor.And I waited and waited and waited for over four hours.During this time nobody came and told me why I had to wait.Long last I got hold of somebody who explained that no,there was no emergency keeping the doctor away,he is here but he takes great care and spends long time with each patient. If they all know it,why don't they book the appointments accordingly? Does not say a lot about treating the patients with dignity. Did you notice that if any of the previous reviews raised some problem they were referred to PALS.Why? What can the otherwise excellent PALS do? Kiss us better? The problems were as far as I can see all managerial problems;it would be nice if the person who runs that place would write back on these pages explaining what steps s/he will take in order to remedy the situation.

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Response from The Heart Hospital

Thank you for taking the time to feed back to us. We are very sorry to hear about your recent experience at the Heart Hospital outpatient department. Our Patient Advice & Liaison Service (PALS) can liaise with hospital management on your behalf and arrange for the relevant manager to make contact with you and discuss your concerns in greater detail. We would be grateful if you could contact PALS via pals@uclh.nhs.uk or by calling 020 3447 3042.

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