"No care or thought for patient and very poor..."

About: Bmi - The London Independent Hospital

I have seen my consultant urologist 3x already since I was referred November 2015 but until now I have not got a single letter/ correspondence regarding my clinic consultations. It's as if I've not been a patient there. I have never been able to speak or reach the consultant's secretary on the number that the hospital gave me. I have contacted him/her countless times already either directly or through switchboard.

However the last straw that prompted me to leave a negative comment about this department is their lack of regard to patient's personal concerns. I was already in the hospital at 6:30am, have changed into my hospital gown etc. and ready to go in for my cystoscopic procedure. Then anaesthesiologist decided to cancel my surgery because my ECG - which was by the way done a week earlier - was not normal. I do not know why they had to do this because I requested an anaesthetic review a month early due to a traumatic post-op experience that I also had in this hospital last December 2015. I have tried and tried to get hold of this anaesthesist who did my previous surgery but to no avail. And then when I told my consultant urologist about my concerns and wish for an anaesthetic review weeks before my surgery they ignored me. I even said i do not mind even if it's just a telephone consultation as I am really scared of going for another surgery. But no one contacted me. Then on the day itself they cancelled my surgery. This was after I have settled all my affairs in order prior to my surgery. I am a very busy working mum of 3. I had to train staff to cover me af work, arranged childcare for my kids, and prepared myself psychologically for the procedure.

But that's not the end of the story.

Now I had to go back to my GP who referred me to Cardiology, but the waiting list is so long my first appointment is after a month! I now have to wait in pain to get my cardiology review before my urologist can operate on me. Meanwhile I am contacting my consultant what to do and I'm not getting a reply. I have not got a single letter from them regarding any consultation or plan of care to show to work or my GP. It is absolutely appalling.

I also work in a hospital as an administrator/ secretary so I know that by now I should at least should have a clinic letter regarding my treatment plan/ summary of care etc. even a written apology letter for my cancelled surgery and a recommendation for cardiology review would have been nice.

I am very disappointed and if this hospital has a PALS department I would have complained. I think their treatment of NHS referred patients is well below the standard and totally unprofessional.

Hope to get a feedback for this from department/ consultant concerned.

Story from NHS Choices

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