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"felt helpless and I guess I need to get private..."

About: Queen Alexandra Hospital

What I liked

Building architecture

What could be improved

Communication with parents

Anything else?

My child had appointment in Ophthalmology outpatients. The letter was confusing to mention where to attend. On the top of the letter it said level B and in the body of the letter it asked me to attend in Level A. However, ignoring this as I went to the reception at scheduled time I was told that my appointment date had been changed! No information waht so ever! The hospital reception staff told that the letter about the changed appointment might be on it's way.The reception staff apologised and they (including security) mentioned that they could not sort out the parking issue as that was not under their control (note- I took a few hours parking ticket according to the hint of duration of appointment). But I just wondered that hospital staffs who have been involved in making these appointments could have at least thought that people who come to hospital has also their own job and work. At least it would have been a courtsey to drop an SMS. If not whats the use of taking phone number and all contact details. This was a real shocker for me. Felt like I am completely at their mercy.

N.B: I ignored my previous bad experience though

Story from


Response from Queen Alexandra Hospital

I apologise for the poor communication you experienced with regard your child's ophthamology appointment. The failure to advise you of the appointment date change is not acceptable and I have discussed with the manager responsible for the service who also offers their apology.

We acknowledged this year that the information on appointment letters needed improving to include more accurate and useful information. A major project is underway and with the help of some patients, relatives and carers the letters have been redesigned and will be implemented.

If you would like to discuss this further please do contact the PALS Office:

Telephone us on: Freephone 0800 917 6039

Email us on:

Write to us at:


Portsmouth Hospitals NHS Trust

Patient Liasion and Advice Service

Health Information Office

Queen Alexandra Hospital

Southwick Hill Road

Cosham, Portsmouth


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