"good emergency care. Quite poor aftercare"

About: Charing Cross Hospital

Whilst the emergency response I recieved was very good (took 8 hours wait but was worth it) the follow-up was poorly co-ordinated. Attending the out-patient dept was a bit of a trauma in itself; lost referrals, wrong dates/times, having to explain the situ each time as notes had been lost..... Reception staff coudl really do with some cutromer service training, there is often little eye contact or acknowledgement, abrupt answers and a general lack of a respectful and caring attitude. I feel I may now have been discharged from the service but have recieved no letter to state this- neither has GP

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Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust is concerned to read your feedback and we sincerely apologise for the poor experience that you have had. It has been reported to service managers but it would be helpful for us to have more details to investigate and ensure learning. To facilitate this please contact our PALS service pals@imperial.nhs.uk

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