"Outpatients Needs An Overhaul!"

About: Hammersmith Hospital

The consultant I saw was excellent but the wait to see them was marred by a hot, airless waiting room where the reception staff preferred to chat among themselves rather than attend to patients' needs. I went to ask which consultant I was supposed to be seeing and the receptionist was chatting to the security guard at the time. Or rather, being chatted up. I gave the standard apologetic smile and asked my question while the guard flicked me a look to make it clear they considered my interruption a total intrusion. In the event, it was fruitless as they couldn't tell me who I was supposed to be seeing and said that I'd have to ask a nurse. Unfortunately, there were none to be seen. I then watched as other patients queued for information while the same receptionist chatted to another, colleague rather than attend to them. I think a little more sense that patients actually matter and more staff to deliver information would be a vast improvement. Another water fountain would also help keep those waiting healthily hydrated!

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Response from Hammersmith Hospital

Imperial College Healthcare NHS Trust is very disappointed to read of your experience in Outpatients at Hammersmith and we sincerely apologise for the distress caused and poor service you have reported. Your comments have been passed to senior managers. We would like to assure you that our patients do matter to us and we are working hard to ensure we provide a good experience. We are aware of problems with regard to the temperature in the clinic at Hammersmith and our Estates Team are looking at this. There are 2 water access points in the patient area. If you would like us to investigate and respond in detail to the concerns you have raised please contact our PALS team pals@imperial.nhs.uk to provide your details.

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