"Handy for London Bridge station ..."

About: Guy's Hospital

(as the patient),

What I liked

Handy for London Bridge station with all the facilities and expertise you would expect from a London teaching hospital with a worldwide reputation.

You don't feel you need to worry about the quality of the treatment and the computer system seemed impressively efficient.

What could be improved

The place is an absolute maze, and on a cramped site, with lost-looking people all over the place. The signage tries but it has an uphill struggle. I gave up queuing for lifts and used the stairs.

The postcode treatment policy for minor injuries is hard to justify.

Anything else?

Sent by my GP with a suspected fractured wrist, which was X rayed and examined by nurses very professionally, with little waiting.

However although told that I needed a cast, they refused to do it as my postcode (SE10) was not in the Guy's area. Since Guy's is on the way to work from Greenwich, and my 'local' hospital, the QE in Woolwich, is far in the other direction, this was extremely irritating and seemed penny-pinching, with possible adverse implications for my injury.

My other main complaint was the unbelievably unprofessional attitude of some reception staff, grumbling loudly to each other, in front of patients, about their working conditions, their bosses etc. and/or being off-hand and dismissive with patients. This is rarely tolerated the private sector these days.

Story from NHS Choices

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Response from Guy's Hospital

The Guy's site is large and complex. While, as you say, we try very hard to make the signage clear, it's also possible that our new Main Entrance to the site has helped matters since your visit.

We appreciate what you say about postcodes. There is a broader issue here about access to NHS treatment which is very difficult for us to solve, but which we will consider.

Finally, most comments about our reception staff are very positive. That's not to excuse the behaviour you witnessed, though, which we will pass on.

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