"urgent care review"

About: Queen Elizabeth Hospital (Greater London)

After calling NHS helpline for advice regarding my 12 week old son, the doctor I spoke to over the phone wanted me to get him examined further by a doctor at the hospital so booked an appointment for him at 2.15pm this afternoon (Sat 2nd July).

We arrived on time and we're asked to wait in the waiting room of the urgent care area.

Despite having an appointment for 2.15 pm we didn't get seen until after 4.15pm.

During this time it was increasingly difficult to find someone to ask when we would be seen.

Further to that since there were various people waiting to see the doctor, some of whom were evidently unwell also and even one gentleman vomiting on the floor, I do not think this is an appropriate area to subject a 12 week old baby to for over 2 hours, especially with their undeveloped immune system.

I understand services are very stretched but this does not excuse subjecting a very small baby to such a wait in an area where illnesses are in abundance for such a time.

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Response from Queen Elizabeth Hospital

Dear Patient,

Thank you for taking the time to share your feedback with us, I am very sorry to hear you had a bad experience.

We would like to fully investigate what went wrong and where the system broke down, to do this we will need some information from you.

We would be very grateful if you could make contact with us either via email at LG.urgentcareserviceQEH@nhs.net or by calling me, Agnes Kasprowicz on 02088366097 to allow us to discuss this with you further, ascertain which department was caring for you and investigate properly. We take complaints very seriously and use them as an opportunity for learning to improve our service going forward.

Kind Regards

Agnes Kasprowicz

Service Manager

Urgent Care Service

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful