"My appointment cancelled but I didn't get..."

About: Guy's Hospital

I haven't had a good experience since the beginning but today is the worst. When I got referred to Guy's, I was told I would be contacted in a certain day (which I can't remember now) but no one contacted me at all until I called and I was told I'm on the waiting list. After that, I had to keep calling and finally got the appointment.

When I attended the appointment for the first time, the doctor seemed every exhausted. I waited for almost 1hr and they used 5 mins to finished a 15-min consultation. Even till now, I still don't know the doctor's name because they didn't even spend 2 secs to introduce them self. I read the letter to my GP which sounds so similar to what my GP wrote. It seems like my GP did a good job.

I was told they would arrange a CT scan and a review appt in 2 month time to discuss the result. CT scan department was awesome. I was contacted very quickly and the staff there was very friendly.

Then back to ENT, no news again. I called them a week before expected time and I was told I'm on the waiting list again. I kept ask them if they could give me an appt ASAP because i'm going to be on holiday in August and my sinus problem gives me strong headache and affected my hearing twice when I took flights. I was forwarded to a senior staff and they said all their patients have been waiting longer than expected. So all I can do is just to take this appointment that was supposed to happened today.

I changed my holiday plan and waited for this appointment. I even got a text reminder one week before the appointment. I attended today and was told my appointment was cancelled. They said they contacted me and it was the wrong number. It was such a joke. I was called by CT department before and got the text reminder as well. There is no way this is a wrong number. Even if they didn't get to me. no one seems to be bothered to send me a text message or call me again. And the member of staff told me this cancellation could be done by a different team and that doctor is the only one who can see sinus problem.

Oh well, what can I say?!

Booked another appointment and hope next appt would be the last one.

Story from NHS Choices

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Response from Guy's Hospital

Thank you for taking the time to share your feedback with us. Whilst we are pleased to hear that your experience with the CT scan department was positive, we are concerned about your experience with the ENT department. We would like to apologise for your appointment being cancelled and that you were not informed in advance of this. We would like to learn more about this and also help you re-arrange your appointment. If you would like to contact our PALS Team via email pals@gstt.nhs.uk or telephone 020 7188 8801 they will be able to liaise with the department and help arrange a new appointment and explore further the concerns you have raised about your previous experience.

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