"Sylvia Pankhurst Centre- Unsupportive and..."

About: Mile End Hospital

I attended the Sylvia Pankhurst clinic to talk about an unplanned pregnancy.

I came to the clinic on a Monday and was offered an appointment for first thing on the Thursday morning. The first appointment was good. Apart from the 40 minute wait, the doctor gave me the information that I needed and booked me in for a procedure.

Following my operation, which was performed at a different hospital, I called the clinic for aftercare information. I found it difficult get any information, despite the fact I just has a couple of simple questions.

A member of staff on the phone told me that I would need come in for a follow up appointment which I could book online, or come in for a walk in appointment. I opted for the online booking at this seemed much easier and fitted in better with work. The day after booking the online appointment, I called the clinic to check that the online booking was correct for the care that I needed. After explaining my situation, the member of staff confirmed that the booking was correct.

When I attended the appointment, the staff told me that the appointment booking was incorrect for the care that I needed, and that the doctor had already left for the day. If I wanted to see a doctor then I would need to come for a walk in.

I am more than happy to come in for a walk in appointment if this is the clinics policy for operation aftercare, however this was only explained to me once I had called the clinic twice and attempted to attend an appointment.

I was left feeling upset and frustrated at the unsympathetic and unsupportive approach that some members of staff had. After a sensitive procedure like the one that I had, I felt unsupported by the clinic.

I decided not to attend the clinic again and instead chose to attend my GP who dealt with me efficiently.

Story from NHS Choices

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Response from Mile End Hospital

We are very sorry to read of the difficulties you have experienced when booking your appointment. This must have been very frustrating for you. We apologise for the confusion and for any mix up that has happened. We will make sure that all of our team know the right advice to give over the phone.

We are happy to read that you were able to visit your GP to get this information and the care you needed but should you need any further advice, please do feel that you can contact us.

Kind regards

Barts Health NHS Trust

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