"Great treatment, horrible communication"

About: Great Ormond Street Hospital Central London Site

Our son is seen by two different departments. They cant seem to even pass the simplest message through to each other. They ask us parents whats happening as if it is our job. Notes go missing between appointments and instead of walking down the corridor to ask the other clinic - they play phone call and different extension pingpong. Letters arrive months after appointments. We've left countless voicemails and not got a single return call yet. We feel like its a constant struggle to find out any information regarding the plan for our son's care. If we dont chase up everything atleast once - something goes wrong due to 0 communication between different consultants, registrars and departments. We usually dont see the main people but their registrars who often cant answer our questions so its a waste of everyones time. Appointment have yet to start on time. 3 days ago we waited 2.5hours to see a DR. who basically said 'you didnt need to come today, sorry'. Some consultants are undoubtedly top of their field but could benefit from some 'personal face2face skills' training. We as parents are often scared and worried and a consultant talking about our child as a peice of meat you just cut and fix isnt really reassuring. However, the care we have received in Sky Ward, Island Day Unit and Dinosaur ward has been superb. Couldnt find more caring and attentive nurses! The new facelift is a bonus and hospital is looking more modern. Lagoon food is quite horrid and expensive so we always bring our own. It is a great allaround hospital but it could do with serious work to communication between departments and parents.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Great Ormond Street Hospital Central London Site

We are very sorry to read about your poor experience with communication at Great Ormond Street Hospital. We are also sorry about the delay in outpatients and the food in the Lagoon. Thank you for the positive feedback about the caring and attentive nurses and how our new facelift has helped. Both comments, positive and negative, help us improve so we'd like to thank you for it. If you would like any specific help please do contact the Patient Advice and Liaison Service on 02078297862 or on Pals@gosh.nhs.uk