About: King George Hospital

Staff make appointments for a patient on the same day 30 minutes apart in two separate hospitals.

Patient contacts one unit and they agree to change date of procedure so patient can see consultant as booked. However, another nurse connected to consultant takes it upon themselves to cancel consultant appointment and rebook, but does not bother to tell patient.

Letter arrives for new appointment, so patient now has two consultant appointments.

Patient rings hospital central appointments dept who advise hospital cancelled consultant appointment, and patient should have received letter, which did not happen.

After several phone calls, having to leave messages, four hours later a different nurse rang, one who has never had contact with patient.

Apparently they had seen the double booking and cancelled the consultant appointment, then booked for nurse led clinic as consultant was full.

Consultant knew nothing about original appt, but then decided they would see patient when they turned up to see nurse - again, news to patient they were now seeing nurse in the clinic.

Rang other hospital and spoke to someone in diagnostic unit who could find no details of either original appt or rearranged date, firstly got patient's name completely wrong, then spelt actual name wrong, causing major confusion.

Finally spoke to original staff member who confirmed rearranged clinic visit was in diary.

No-one apologised for any of their total mess-ups nor the stress they have caused to a seriously ill patient.

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Response from King George Hospital

Thank you for leaving your comment on NHS Choices. I am concerned to hear about your experience at King George Hospital, and want to make sure this investigated. Please can you provide more information about specific clinics concerned and contact me through our PALS team on 01708 435 454, or by email PALS@bhrhospitals.nhs.uk.

Yours sincerely

Nadeem Moghal Medical Director

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