"Uncaring Clinical Navigator"

About: The Whittington Hospital

Anything else?

Please let me start off by saying that the doctor that I saw was excellent. I felt as if my concerns were listened to and the best course of action was taken.

The "Clinical Navigator", however, couldn't have done more to make me feel as if I was wasting everyone's time and should have, instead, waited two weeks for an appointment to see my GP. I explained that the only reason I was at A&E was because a nurse at a walk in clinic had advised me to seek urgent care. I'm not sure if she believed me, but this could have been because she wasn't listening to me in the slightest... I actually witnessed her write down the wrong information on the screen, information which was later relayed to me by the GP that I saw.

She seemed to disregard almost everything I said, including the treatment that I was advised to request by a nurse, as no big deal. She might as well have told me to leave.

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Response from The Whittington Hospital

Thank you very much for your feedback. I am very glad that you had a good experience with the doctor but concerned that your experience with the clinical navigator was so different. We would like to raise your concerns with the member of staff involved but would need more information to do so, therefore, if you would like to discuss your concerns further, please contact the Department Manager, Ms Nickola Amin on 020 7288 5631 or contact the PALS office on 020 7288 5551.

Yours Cassie Williams, Head of Patient Experience

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