"Absolutely shocking care"

About: Royal National Throat, Nose & Ear Hospital

I have never experienced such shockingly poor treatment and mismanagement than as an outpatient at this hospital. Wait times regularly exceed two hours and I have had appointments scheduled with the wrong doctor (only to be denied care after said two-hour wait and told to come back in two weeks’ time – it’s not like some of us have jobs to go to!). Furthermore, post-operative care is bordering on negligent - I was apparently supposed to be seen six weeks after an operation, only to have the appointment be made for three months out. Discharge procedures are chaotic and communication is poor, at best - once I had finished what should have been a relatively routine surgery, I was made to wait for seven hours until the consultant had finished all other operations, plus private appointments, and "had the time to discharge me". Honestly, the lack of dignity and respect that this hospital shows its patients is beyond all explanation. This is a national hospital to which people travel from all parts of the country, often with serious and sometimes distressing problems. I understand that there are stresses put on the NHS system due to budget cuts, etc. and that staff are stretched but there is no reason as to why patient care should be this unbelievably poor.

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Response from Royal National Throat, Nose & Ear Hospital

Thank you for taking the time to feed back to us. We are very sorry to hear about your recent experience as an inpatient at Royal National Throat, Nose and Ear Hospital, UCLH. We would be grateful if you could contact our Patient Advice and Liaison Service (PALS) via pals@uclh.nhs.uk or by calling 020 3447 3042 so that we can look into the concerns you have raised.