"Shocked and horrified"

I was recently referred here as an NHS outpatient and was shocked at the service. The gynaecologist had not shown up 40 minutes after my appointment was supposed to start. When they did eventually show up an hour after, they called my name and I was in a rush and they immediately attempted to embarrass me "you don't need to walk fast" whilst laughing. the gynaecologist asked several questions, for example "does it hurt when..?" to which I replied "yes, it really hurts!" and they dismissed me "It doesn't though does it". The gynaecologist then specifically said to book another appointment at a specified time and day. When I got to the reception, they said the gynaecologist did not do appointments that day, to which they called them and the gynaecologist claimed they had never said this, and me and my family member were in shock. For the following appointment they called over and over again the day before asking if I could attend 15, 30, 45 minutes earlier, presumably because I was the last appointment, but I had booked the correct amount of time off already. Half an hour before I was due to go in, they called and cancelled the appointment!

I highly recommend not going to this hospital unless you are not an outpatient, as you will be undermined, embarrassed and called a liar.

Story from NHS Choices

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Response from Rivers Hospital

I am so sorry to hear of your experience at Rivers Hospital. I receive most of the feedback from patients and the vast majority are very positive and complimentary. I must apologise that on this occasion we did not meet the high standards that we set at our hospital. Please can I ask that you contact me so that I can do a full investigation into what happened to you. Please e-mail me on christine.scott@ramsayhealth.co.uk and please let me know your name and patient number. I will then raise it with the General Manager who, I am sure, would like to meet you. Thank you again for taking the time and trouble to reply. It is only by receiving patient feedback that we can improve where we fall short of our standards.

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