"Dirty and Messy Hospital, Poor Service"

About: St Thomas' Hospital (London)

I had a recurring UTI on Sunday night. I called 111 and was directed to the UCC at St Thomas on Monday 22 February 2016, 12.30am. The wait was not too long (approximately 30minutes) from registration to seeing the doctor.

However the receptionists were reluctant to answer my questions. They did not smile at all. I understand that it's very late in the night and everyone wants to go home, but I felt that patients were not be victims of their work schedule.

The hospital was dark and some parts outside had no light at all. It was very dirty, run down, cold and smelly on the outside. The interior was better but the direction signboards were so confusing. The toilet was so filthy and the floor wasn't even clean, much less the toilet bowl.

The UCC looked very messy and run-down, with papers all over the paper.

The doctor was so fierce and unhelpful. They questioned why I even see doctor this hour. Although not life threatening, the pain was bad. The doctor was very reluctant to prescribe medicine for me until I asked if my UTI will go away by itself. They were so impolite and even stared into my eyes.

I felt trampled upon at my visit. Poor service and explanation. Will not recommend.

Story from NHS Choices

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Response from St Thomas' Hospital

Thank you for taking the time to share your feedback with us. We are sorry to hear that your experience was so unsatisfactory. We will speak with colleagues about the importance of a positive, empathic welcome to our patients. We will also liaise with colleagues in our estates department regarding the cleanliness of the environment both inside and outside the department. We are redeveloping our emergency department and trying to update our signage to reflect changes in the way that patients can reach the department. We would like to understand how we can improve this further. If you would like to discuss this or any other issues raised please do contact our PALS Team via pals@gstt.nhs.uk or call 020 711 8801.

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