"Poor communication for cancelled ENT clinic"

About: Queen Mary's Hospital (Sidcup)

(as a parent/guardian),

Attended for my son's Outpatient appointment to be told it was cancelled as the Doctor was taking annual leave. They had sent me another appointment for 3 months ahead (ridiculous) but this letter does not say the existing appointment today was cancelled.

The Doctor providing the half service today was asked if he would consider seeing my son and the answer was 'no'. No clinical staff came to see me to explain, just left it to the somewhat bemused receptionist.

The letter template used to send me the next appointment should be altered to include a message to say your existing apt on XXX is cancelled, here's your next. Even an apology would be nice...

I had got a colleague to cover my duties (in NHS Operating Theatre) that day, I'd taken time off and my son has missed school this morning.

The strapline on their letters says 'Professional care, exceptional quality'. Well, they're certainly exceptional - but not as they imagine.

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Responses

Response from Queen Mary's Hospital

I am sorry to hear about your experience at Queen Mary's ENT Clinic.

This is not a King's College Hospital service but is run by Lewisham And Greenwich

I am sure that the PALS service at QMS would be pleased to pass on your commends and help you to follow up on this should you wish to do so.

Phone 020 8308 5449

Email qmh-pals@nhs.net Trust.

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