"Very very very poor communication!"

About: Great Ormond Street Hospital Central London Site

Originally in 2013 my daughter was seen for a heart condition. The communication was so so poor. Nobody would answer their phones, and nobody willl get back to your voice messages.

I would get appointment letters after the appointment which meant appointments were missed. And they would be dated a couple of days before the appointment date. Royal Mail do not always post the next day and you should be sending appointments well before, or if the appointment is in a couple of days, call and let the patient / parents know!

Once my daughter was discharged from GOSH I was told I will get a summary through the post of everything that happened / done and copies will go to my GP.

1) Up to now my GP has never received anything so it has been 2 years and my GP don't even know what happened to my daughter.

2) I never received any copies as promised.

I can honestly say this isn't a Royal Mail error - It's GOSH lacking on communication as they do.

Recently, my daughter was taken ill at another hospital. The hospital said they will contact GOSH to contact us for an appointment. Today I get 2 missed calls from GOSH in the morning and no voicemail. I have called the central appointments and the department my daughter was seen in 2013 and they said we didn't call. Central appointments said we can't tell you who called.

Where is the audit trail of what you do? If you call a patients parents a note should be added on the patients hospital profile of when they were called and why, so that if we call another person can tell us what department called and put us through.

Now I am waiting for this call, and I have a feeling they will never call again, and the worst bit is nobody from the hospital would be able to tell us who called and why - although we are expecting a call from them as my daughter was discharged from the other hospital stating she will be called by GOSH.

For a hospital that specialise in Children - this is the worst thing you can do. No organisation, efficiency and so unhelpful.

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Response from Great Ormond Street Hospital Central London Site

Thank you for your posting. We are so very sorry to read about this poor experience and very much want to help.

Please contact the Pals Team on 02078297862 or email them on pals@gosh.nhs.uk and they will help you get this resolved.

Again, we are very sorry about this poor communication and expect that Pals will be able to help you.