"Long waiting time and poor response"

About: Guy's Hospital

I have attended the Urology Clinic three times now. The last time on December 23 - as of tonight 11 January I have received no communication of the out-turns of the tests or recommendation to my GP. I emailed the hospital's Chief Executive last week and again have heard nothing. I could not recommend this Clinic to anybody and in the two years I have attended I have received any proper explanation of my problem nor any cogent treatment. Clearly on the basis of this I would recommend anyone to look elsewhere. I feel fobbed off and belittled. Although this is an electronic form they still send letters out by post and fax -which is indicative of their backward-looking approach.

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Response from Guy's Hospital

I am very sorry to learn of your poor experience of Guy’s and St Thomas’ hospitals. From the information you have provided in your comments, the Complaints department believe they have identified your email to the Chief Executive. If they are correct in their identification, a Complaints Officer emailed you on 12th January, asking for the further information he would need to start a formal investigation. He has not received a response and it would appear from your comments below that you have not received the email. The Complaints Officer will re-send the email today. Although you have the right to request a formal investigation into any negative experience you have had in our hospitals, I hope the hospital can resolve the issues you have raised. When it comes to resolving problems that are still on-going, PALS is usually the best first-point-of-contact. If you are willing to give PALS permission to liaise with the Urology department, please contact us on 020 7188 8801, 020 7188 8803 or by email at pals@gstt.nhs.uk. The service management team responsible for the Urology clinic have read your comments and would like to apologise for your experiences. If a patient and their GP are uninformed of test results or recommendation for treatments, this is clearly unacceptable. The Urology department strive to provide an excellent service to all their patients. They hope you will give them the opportunity to put right what has gone wrong on these occasions and that your experience of the Urology clinic will improve from this point onwards.

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