Mile End Early Diagnosis Centre
The Bancroft Building, 275 Bancroft Road, London, E1 4DGContact details and opening times
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Review titled No communication and long delays and misinformation
Rated 1 star out of 5
by Anonymous - Posted on 21 January 2025
Dear Early Diagnosis Department, I am writing to formally express my dissatisfaction and raise a complaint regarding the unacceptable treatment my mother, received during her appointment at your department today, 21st January 2025, at 10:45 am. We were only informed about this appointment yesterday morning, giving us less than 24 hours’ notice. No additional information was provided beforehand, which left us unprepared for the experience. Upon arrival, we were told the procedure would take approximately five minutes, with some additional time for preparation. However, I, as patients next of kin, waited outside for over an hour and a half, only to be informed by a nurse that she had not even been seen yet. This is absolutely outrageous and deeply upsetting. My mother is diabetic and severely unwell, making it extremely inappropriate for her to be kept waiting in such conditions without any updates. Additionally, as her daughter and next of kin, I should have been kept informed throughout the process. To make matters worse, when the appointment was booked, we were only told over the phone that fasting was required. We were not provided with any clear or comprehensive information about the nature of the procedure or its requirements. This lack of communication and preparation is unacceptable, particularly for a patient undergoing a surgical procedure. I am appalled by the poor handling of this situation and the lack of professionalism demonstrated by your department. I urge you to review your processes immediately and take the following actions: 1. Improve Appointment Booking Practices: Ensure patients are provided with all relevant information, including detailed instructions, procedure details, and expected timings. 2. Enhance Communication: Train staff to communicate delays and updates promptly to patients and their families. 3. Prioritize Patient Care: Ensure vulnerable patients, such as those with diabetes or other serious health conditions, are not left waiting unnecessarily. This experience has been deeply distressing for my mother and me. We trust healthcare providers to care for us in our times of need, but this experience has severely undermined that trust. If these issues are not addressed, I will escalate this matter further and inform the relevant authorities and press. I look forward to your prompt response and a clear outline of the steps you will take to address this situation.
Visited January 2025
Mile End Early Diagnosis Centre has not yet replied.
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust