"Poor Comunication and concern handling"

About: The Whittington Hospital

Recently requested copies of imaging that was carried out at the Hospital First tried to down load the Access to health records application form from the Hospital Web site .....Not Possible Then send PALS an email requesting the Application form for Health records.......e mail forwarded to the imaging Department.....no response Attended the Hospital went to PALS Office (Now named Patient Experience) requested a Application for Health Records was given one and then told " You need to bring the form up to the Records Office"(clearly the internal communications from patient experience to the records Department don't work). Went to the first floor (Clinic 1 b ) told "Oh you will need to leave it with The Records Manager" i asked where is he/she responded his office is over there ......i said there is no one there.....was told maybe they are out to Lunch? Where can i leave the application form? ..replied you can't leave it here....where do i leave it i asked again.......... responded "i don't know" I tried to explain that if the form was returned by post it would be addressed to c/o Clinic 1b ( standing in clinic 1 b at the time ) why can i not leave it with you?.answer you can't leave it with me it not my Department I then knocked on a door no answer and open the door and left the Application on an un attended desk (Clearly the security in the Hospital needs looking at member of the public can walk un challenged in to the record offices!) left the application form on some one's desk leaning against some one's computer terminal I then returned to the PALS office and requested another form as i concerned the form would go missing or ......." if it was not received" PALS office not in the slightest bit concerned yep "what ever" attitude prevails in the PALS Office. A very dis-organised Hospital and Management out to Lunch also?

Story from NHS Choices

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Response from The Whittington Hospital

Thank you for letting us know about your experience, which we'll look into further. We'll also make sure that clear and up to date information about accessing health records is available on our website.

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