"Breast Clinic Reception disorganised/ more lost..."

About: North Middlesex Hospital

My wife attended the breast clinic today and was checked in by two nurses at 1:30 and told to take a seat. An hour later, a receptionist arrived and we were told by someone else that we needed to check in again with the newly arrived receptionist. Strange. At 2:30 we were informed that my wife's notes were missing and could not be found. I asked if we would still be able to see the doctor if they didn't have her notes. They said we could because all the notes would be on their computer anyway. At 3:30 we were directed into a side room where we told by a nurse that the doctor wouldn't be able to see us without notes. We are now waiting for a phone call saying whether the notes have been found and when we can have a further appointment. My wife is beside herself with worry and anxiety following her diagnosis and this inefficiency was the last thing we expected at this critical time. We were assured by the Breast Care nurse at Edgware that the team at North Mid were good but apart from the kind help and attention of the doctor, the Breast Clinic support/reception staff appear to be quite disorganised. We have taken this up with PALS who said they have had at least five similar complaints about the Breast Clinic already this week. I note that similar complaints were made in February 2014. How long will it take to sort things out? This is causing patients un-needed stress and anxiety at a time when they need the maximum of care and understanding. It's simply not good enough.

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Response from North Middlesex Hospital

Thank you for your feedback. I am the breast service manager, ckasawaurere@nhs.net and would request that you contact me so that we can provide more information and ensure your appointment is rebooked. I am pleased to confirm that we have now managed to recruit extra staff in our health records team and we are also in the process of implementing a service improvement plan so that notes can be located more easily. I will share your comments with the team.

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