Kings College hospital, rubbish customer service

[trinidad]

Another example of bad customer service. I received a hospital appointment letter for May 2021 relating to a long-standing issue. a friend of mine suggested calling to see if the appointment could come sooner. called the appointments number, and provided with a number to the clinic to call. Telephoned the clinic several times and no response. called bavk the appointment line again told on this occasion I was provided with the wrong information,m and I should call the consultants secretary, provided with a different number which is the hospitals' switchboard number, called the number, asked for the secretary, phone line just rings and rings and rings, no answer. now very unhappy :(

[George Orwell]

I have had more appointments than anybody would really want at KCH over the years and I completely agree about the appalling phone service. It's been like this for years and just doesn't improve.

[first mate]

Trinidad do you have access to email?

I know it is far from ideal but phoning secretaries is unlikely to work these days. Ask for an email address for the consultant?s secretary and email them.

If for some very good reason you cannot access email then suggest you go to PALS and ask for support to access the consultant?s secretary. I assume you are unable to leave messages on the secretary?s phone?

I hope this is helpful.

[Peckhampam]

So you have a non-urgent appointment that you want to bring forward, are having difficulty with this and are slagging Kings off. Maybe think about what they are dealing with at the moment and the pressure all parts of the hospital are under and get off your self centered rant.

[George Orwell]

Sorry peckhampam but I must disagree with you. The appalling service from KCH has been an issue for at least 15 years in my experience. I have resorted to pretty much all methods to improve contact with them - often, but not always ending in failure. This has nothing to do with Covid-19 or winter flu. It is incompetence and lack of attention by management.

[trinidad]

Hello Peckham Pam, The reason why I want to have an earlier appointment is that I am losing my vision somewhat. I would not say "slagging off" is the correct term to use, but merely outlining my experiences. I appreciate there is covid19 but does that mean hospitals just simply stop? Is it because covid19 that phones are not answered, or appointments are months away, I'm not sure, especially as I have used the service before covid 19, and the same issues crop up for me then also. I also don't feel I am on a "self-centred rant" these are my experiences, sorry you do not like those. The service for me at kinds as an outpatient has not been great and I was just highlighting that.

[Nigello]

Trinidad - you are obviously and rightly indignant, you are also expressive and can use a computer to write well. Why not complain to the hospital and CC the MP (maybe it is Helen Hayes - not sure of the boundaries) and include your name, adress and phone number. Nothing will change if you think a King's representative will find your complaint here. CCing the MP is crucial - it means they take more notice, which is not how it ought to be but there you go!

[trinidad]

Made another attempt to speak to the consultant's secretary - BINGO success, she is going to have a word with the consultant and come back to me. fingers cross!!

[ctovey]

Hi Trinidad

If you have the same problem in the future, email the PALS office at [email protected]. They will liaise with the clinic directly. Usually works for me.

[malumbu]

Yew perhaps ask if anyone knows how to address this (as pre last post) rather than go into keyboards warier mode.

I've had excellent service many times, but occasionally have some frustrations. But never think of putting up a thread on this forum. In fact it is a shame that people don't post positive experiences.

[trinidad]

Hello Malumbu,

Maybe I did not want to ask people their opinion or ask your permission for what to type. I am really pleased for you that you have had excellent service, but that does not cancel my frustrations. and if you have never considered putting things up in a forum, again that's your opinion, I would never come on here and tell others what to type. perhaps you should post your positive experiences of KVH on a separate thread, I am not sure if I would tell you what to type or criticize you in any way as that's your perception. I hope I have not offended you

[Pugwash]

I used PALS recently and was happy with their involvement. I had 2 appointments cancelled due to Covid at Kings, one which involved having a special form of injection. Was given an appointment for a 'telephone consultation' with a specialist nurse. When nurse realized that I needed an injection, she would get the clinic to reschedule for a 'physical' appointment. When the date came it was for another telephone consultation. I emailed PALS with my complaint and they arranged with the clinic to give me a face to face appointment.This took place in November ( the original appointment was for August 2020).

[trinidad]

interesting Pugwash, my last appointment fact to face was January 2020, all the other appointments have been on the telephone to discuss eyes/vision. I spoke to the secretary which is good, this was yesterday, so awaiting a response back.I will remember PALS next time though. Out of interest, if I wanted to change to a different hospital, or a different consultant is that an option for me?

[Pugwash]

I would be very wary about changing to a different hospital. Hubby is under KCH and needed advice re possible hip replacement - GP checked with KCH and their waiting list for appointments (which was several months away) but decided that St. Thomas' Hospital had a shorter waiting list. Hubby was in wheelchair so had an ambulance to collect him. St. Thomas' was running late with appointments and we ended up being there for 6 hours as had to have X rays etc.

Some Kings Consultants also work at Guys and St Thomas' so may have be able to see you at a different venue.

If you have some medical insurance - your provider maybe able to get an urgent private appointment for you face to face.

[malumbu]

Issue is Trinny the title of the thread is inappropriate as this is your view and you could argue that this could be seen as defamation - Admin be aware.

Now if you started with a "what do you reckon to Kings" or "help I am having problems with Kings" that encourages more constructive comment rather than the dangers of a whinge fest.

My views - this is a symptom of the NHS as a whole rather than one particular hospital. But I get quite protective of KCH irrespective of some of the clunky admin that I have seen due to the service that they have provided my family and I.

If you want to have a broader discussion on customer service, ease of use etc I could rank as follows

Central government - excellent in terms of user interface, disappointing in actually getting to speak to someone

Local authorities - a little 'less good'

Utilities - often quite awful

Retailers - highly variable (well done Whitestuff BTW)

Ryanair - the pits

BA - once excellent but long since fallen from grace

There is a thread somewhere about irrational rage, wish I could find it, but really good if you want to just have a moan rather than ask for advice.

Many years ago I was struggling with one of the on line travel companies and got some great advice on this thread. I'm sadly an ex whinger myself.

[first mate]

Glad Trinidad that you got through in the end. As Pugwash said, for straightforward issues or complaints PALS can quite often help.

Hoping your next experience is more positive. If you are dealing with some form of chronic or progressive condition the pressure of negotiating hospital admin can at times be deeply frustrating and overwhelming.

[trinidad]

Thank you, first mate, I hope to hear back from the sectary soon. It's actually my eyesight, it's decreasing to a level which is a frightening feeling, so May 2021 seemed even scarier, so fingers crossed - thanks again, and merry Xmas to you.

[natty01295]

Yes, VERY Slow they are Kings hospital, Terrible service, Not good at all

🤬🤬🤬😡

(( Mega slow ))

[Peckhampam]

Great time to criticize hospitals, where people are working, at risk to themselves, to save the rest of us.

[Pugwash]

Having been in KCH 4 times this year - twice during peak covid admissions, I cannot fault their kindness and experience.

When I was allowed to eat food (was on a drip for 3 days each time)- it was tasty and hot.

[hammerman]

Thanks for this Pugwash. I've been holding out for a few months about visiting King's with a condition I have as they seem to have lost me in their system back in February but I know they have more serious conditions to deal with.

[malumbu]

Struth.

Can you stop knocking our NHS. Shame on you all. You'll be grateful when they are saving your, and others lives, in coming weeks.

[hammerman]

We are not knocking our NHS Malumu! I've put off two appointments for myself as I'm also a carer for a family member!

K

[JohnL]

Everytime I check twitter I see an ad telling me to get checked up for one thing or another.

Also got my 55 year service coming up :)

[Nigello]

The NHS is not a sacred cow. Praise it but also point out its failings, even when times are tough. Otherwise you end up with false reverence and that serves nobody well.