"admin error caused me to miss appn & was nearly..."

About: Charing Cross Hospital

I was asked to attend a MRCP on 31st Dec 2014. I was a bit taken aback as I'd aleady informed the consultant that I wouldn't be in the country around this time and phoned the imaging dept to inform them & 're- arrange the appointment date. I got through to someone who informed me they would email the imaging dept & I would receive a new appn in the post. While I was out of the country I received a phone call on the day of the original scan appt from the imaging dept who was wondering if I was going to turn up for the appt as I was late. I explained what had happened previously, they apologised and said a new appt will be organised for when I get back to the UK. I recieved a new appt with information docs relating to the MRCP along with a doc informing me that my MRCP was being carried out at St Mary's Hosp in the Cambridge wing. I arrived very early as I didn't want to be late. I waited till the dept was open & they had no record of me attending an appt there so they looked on the system and saw it was at Charting Cross. They said someone at Charting Cross had obviously made a mistake. It was now approx 7.45 and I had to be at Charting Cross by 8.15. Seeing as it wasnt my fault that I was sent to the wrong hospital the receptionist said to try & make the appt. I got on a train to Hammersmith then tried to get through to Charring Cross imaging dept but it kept telling me they were closed & gave no option to leave a message. So I ran as fast as could, pain permitting, & managed to get through just as I reached the hospital but 6 people were in front of me so thought better of it & just made my way to the dept as I was nearly there. Two minutes later I arrived in the imaging dept & handed my letter to the receptionist. He took one look at the letter & said your too late you'll have to 're book. I wasnt happy at all with this so explained what had happened & showed him the letter that informed me to go to the wrong hospital so he went through to the radiographers & asked if I could be seen but his mannerism was awful, he didn't explain why i had been late just said 'it's up to you init are you going to see her or not'. He came of the phone & quite rudely informed me they wouldn't see me & I would have to 're book. I felt this was a bit unfair under the circumstances especially as I was less than 10 mins late so asked to see a manager. As the receptionist got up to get someone I smiled at him & said 'i know it's not your fault...' & before I could finish my sentence he said 'i know it's not' with a bit of an attitude. I didn't respond to this as the manager came out at that point. I explained to him what had happened & he tried to say it was my fault for reading the information on the doc, I then explained to him how would I know it was wrong information if someone from Charting Cross had put this doc in with the letter. I got upset & refused to leave until I had my MRCP which did happen but I had no apology from anyone! Disgusting service!

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Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust is very concerned to read of your experience and we sincerely apologise for the poor service that you have reported. It is important to us to be able to investigate this incident and in order to facilitae this we hope you will contact our PALS service to provide your details pals@imperial.nhs.uk. Again our sincere apologies - this is not the customer service we aim to provide.

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