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Mary Sheridan Centre

5 Dugard Way, London, SE11 4TH

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Reviews

Displaying 1 to 2 of 2

  1. Review titled Why have phones and not answer them?

    Rated 2 stars out of 5

    by Anonymous - Posted on 16 February 2024

    For this to be a healthcare facility, it is not only disappointing but also disturbing how little the phone is answered. I called here to follow up on an appointment for my child and racked up 36 unanswered phonecalls, in one sitting. This is particulary heinous when you think that parents are already stressed, or anxious when it comes to the health of their child, getting an answer to a phonecall should not be a lottery, or luck of the draw!

    Visited February 2024

    Report as unsuitable

    Review titled Mary Sheridan Centre

    Replied on 15 March 2024

    Thank you for this comment. This has been passed to the Mary Sheridan Centre for their feedback. Predominantly services at this centre are those of Guy's and St Thomas' NHS foundation Trust. You could discuss this matter further with their PALS service. Email: pals@gstt.nhs.uk . The NHS website has been asked to reassign this service to Guy's and St Thomas' feedback page.

    Report as unsuitable

  2. Review titled Poor systems are tarnishing once good care

    Rated 3 stars out of 5

    by Anonymous - Posted on 20 March 2023

    I am trying today to chase up something my child’s paediatrician told me she’d email me after I last spoke to her a few weeks ago. I called the main Mary Sheridan Centre number to leave a message today, asking for this info. First I was put through a maze of automated options directing me to the right place, then I spoke to someone in Reception who gave me a direct number for the Admin staff. Then I called the Admin staff using that number. No-one answers the number and its mailbox is full. So I went back to the beginning, to see if I could leave a message some other way. I called the main Mary Sheridan number centre again. I have now called it three times and no-one picks up, and there is no answer phone facility. When you have an ill / unusual / complex health child, you the parent are already spending a lot of time looking after them when unwell, taking them to appointments etc., on top of all the other time you look after them in. In the last couple of years, the extra follow-up work us parents need to do of chasing things up and resolving things using communications and admin systems that clearly don’t work for anyone - staff / parents / children / hospital management - has grown and grown. My child’s paediatrician mentioned the last time I spoke to her that Mary Sheridan has had a computing problem in the last 6 months, as a result of which some repeat appointments or other follow-ups had (as my child’s had, for 6 months) fallen out of the system and been missed. Because this records problem is known about, the Evelina Hospital & Mary Sheridan Centre must be aware that lots more parents than usual are now needing to call the admin / reception number to find out what is happening to their child. Which they / we currently aren’t able to do, going by my experience today. Please look at the problem seriously: 1. put in extra admin staff at the Mary Sheridan until the problem is resolved and don’t leave children’s cases up in the air and don’t leave it up to parents to realise their child’s file has not been progressed 2. listen to voicemails and empty the voicemail box 3. go back through records manually and check no child - not one - has been missed or forgotten about. It is worrying that this service does not appear to have adequate management and oversight of systems in place. When parents can’t get through to speak to anyone or leave a message, and when systems aren’t working, children won’t get the help and care they need.

    Visited March 2023

    Report as unsuitable

    Review titled Mary Sheridan Centre

    Replied on 04 May 2023

    Thank you for this comment. This has been passed to the Mary Sheridan Centre for their feedback. Predominantly services at this centre are those of Guy's and St Thomas' NHS foundation Trust. You could discuss this matter further with their PALS service. Email: pals@gstt.nhs.uk

    Report as unsuitable

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