"Marks and Spencers coffee shop ..."

About: St Thomas' Hospital (London)

(as the patient),

What I liked

Marks and Spencers coffee shop and shopping facilities.

What could be improved

Interpersonal and communication skills oF consultant and many other staff unacceptably below standard; actually exceptionally poor. Appt and admission system re operations chaotic resulting in numerous cancellations without notice incurring great costs re travel, accomodation and days off work, not to mention causing upset and increased anxiety. Treated appalingly, truly felt as if on a conveyor belt with no genuine care, consideration, concern or even interest shown at all. Scottish consultant offers no information despite specific and careful questionning. This led to my feeling alone, isolated, a nuisance and generally feeling impotent and lacking in any understanding about my condition, treatment or prognosis. Waiting times outrageous : whatever your appointment time or required treatment you will not be seen in less than 3-4 hours. Notes lost twice meaning Another cancelled op on day of surgery. Consultants prescribe drugs that pharmacy refuse to stock re costs and generally unwilling to help unless you force them to by virtue of extensive knowledge of pharmaceutical industry. Admission officers repeatedly promise to phone you back with dates and fail to do so. Telephones unanswered during office hours, transferred to office after office after office with no response. Allergies recorded time after time after time but not read and the drugs to which you are allergic to administered anyway. Rude receptionists. Receptionists (and Drs) on lunch break 1-2pm but given appt at 1 pm, you have to wait until 2pm upon their return to book in for 1pm appointment! Appt made to attend at 9am on the day following operation requiring further hotel stay; Dr finally arrived in building at 11am despite nurses bleeping him; no apology or explanation. Curtain only to screen; everyone can hear consultation; this does not promote respect and dignity to the individual. Dreadful experience overall; not even to 3rd world standard. Go elsewhere.

Anything else?

Astonishingly poor standard of care overall. This hospital is supposed to be World Class, a centre of Excellence. My mother attended a District General Hospital for similar treatment and receive excellent, prompt, respectful and considerate care. Healthcare in the UK is Not Free; we pay for it dearly in taxes. We should not accept such shoddy treatment. CQC should inspect; I would be very interested to read their views; if a nursing home operated in this manner they would be closed down. The CEO should take heed and complete am urgent review of the services offered. I believe this hospitals staff and treatment of it's patients is a disgrace to the NHS and a shame on the profession

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