"Completely misread the time for ..."

About: Whipps Cross University Hospital

(as the patient),

What I liked

Completely misread the time for my appointment and arrived at Whipps X an entire hour and 15 minutes late. Front Reception was closed so went along to the Switchboard & Info station where a very kind and understanding lady made every effort to find the correct department and direct me to it.

On arrival at the Colorectal & Pelvic Floor Clinic, it was obvious the clinic had closed. Went to the Reception Desk there, with the best hope to rearrange another appointment after waiting over 6 weeks for this initial consultation. One member of staff could not be more understanding and helpful, looking for my records, finding who my consultant would have been, etc. Along with the nurse and his other colleague, every effort was made to find the consultant and twist his arm to see me despite the ridiculously late hour. Guilt ridden, I was grateful to be seen, even when the consultant received a call from his daughter, clearly underlining the fact he was meant to be done work and seeing to his familial duties!

I cannot offer higher praise to the team's commitment to me, the patient - from the receptionist, the nurse who pleaded my case, to the consultant who took the extra time at work to see me. My hat's off to you guys as an example of plain old human empathy, top of the line service and the very best of the NHS.

What could be improved

Nothing, except for maybe using regular time on appointment, i,e quater to four, instead of the 24 hour format - was completely confused by 1545hrs

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Story from NHS Choices

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