" Poor communication during my time at gastroenterology UCH"

About: University College Hospital / Gastroenterology

(as the patient),

I went up in the lift at the UCLH to the second floor where the gastroenterology department is. I could not find the endoscopy reception at the normal entrance. I got there after getting lost and I felt a bit cross. I waited for two hours with no information. Eventually I was taken to a room and given a gown with no sleeves (they were all torn).

There was panic when it was realised that the doctors were ready but I had not been registered. I was rushed through this and was eventually seen at 5.30pm.

There was a lack of appreciation that I had not eaten since noon the previous day and no drink since 10.00am. I would have liked some communication.

At least the doctors and nursing staff were great during the procedure.

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


Response from Chris Dann, Assistant General Manager Gastrointestinal Services Division, Gastroenterology Department, UCH

I am sorry to read your comments from your recent appointment. I have raised your points with the Divisional Senior Nurse and he has provided the following statement:

‘The Endoscopy and Imaging Departments recently merged and there is now one reception area for admissions and another for discharges. This merge took place in December 2008 and new signage was placed in the hospital and the appointment letters were updated accordingly. I am sorry to hear that you felt that the signage was confusing or insufficient.

Although it isn’t clear from your post, which list you were booked on, I would like to apologise if you weren't updated on the reasons for any delays; we will be taking this up with the nursing and administrative teams.

Privacy and dignity are at the top of our priorities and we will ensure that the gowns in the Unit are quality checked.

I would like to apologise again for any negative experiences that you have but I am glad to see that you were happy with the service you received during your procedure.’

  • {{helpful}} of {{total()}} people think this response is helpful