"Impressed with the nurses but very very bad..."

About: St Mary's Hospital (London)

I have been to the Jefferiss Wing Walk In Sexual Health Clinic for a sexual health check up + smear test. On my first visit I was very impressed with the nurse support and how helpful everybody was. I was explained everything clearly and I was put at ease. I got my negative results via text message, but I remembered I was told I would get the smear test results via post. After 3 weeks I hadnt received them I called my gp and was told to follow up with the clinic regarding the smear. Called the clinic twice. First time I was transferred to voice mail. Second time I was told I needed to go back to the clinic to collect the smear test results. Both operators were very rude and they were so bothered of my call they barely let me speak. The next day, changed my shift in order to be able to get to the clinic, talked to the rudest receptionist and explained I was there for the Smear test results. They let me seat and sent somebody to escort me upstairs. After 50 minutes waiting, the nurse was ready to see me. I pointed out I needed the smear test results as I had already got the other ones and they politely explained I will get them by post and they have nothing to do with the examination of those results. I told them what I was told, they apologised and were truly mortified. I left furious and frustrated for being told the wrong information., but most of all you should definitely teach your receptionists and operators some manners!!! It's a shame as I was very pleased with this clinic before. I'm not sure if I will ever go back.

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Response from St Mary's Hospital

Imperial College Healthcare NHS Trust is grateful for your feedback about your experience at St Mary’s Hospital. The Trust would like to apologise for the poor communication and the distress caused. Thank you for taking the time to post your comments on NHS Choices.

Your comments have been passed on to the relevant managers, so that staff can learn from your experience.

If you wish to discuss this further please kindly contact the Patient Advice and Liaison Service (PALS) on 020 3313 0088 or send an email to: pals@imperial.nhs.uk

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