I arrived at the Urgent Care Centre and unfortunately they were full for the evening but the sign said you could speak to the nurse about alternative treatment options. I approached the receptionist to ask about this who immediately cut me off and directed me to a staff member speaking to some people. I waited for my turn and then when I tried to speak to the nurse she was incredible rude, dismissive and patronising. I tried to ask her for treatment tips and that someone aggravated her. At one point she went I\m not being sarcastic but as I pleaded with her to help me figure out how, when and where I could be seen by a doctor. I left in tears. One of the worst medical interactions I\ve ever had.

My elderly mother seemed to have had an appointment this morning and I phoned to confirm but say she would be a bit late. She lives quite far away and wheelchair transport has to be organized. I have health power of attorney I made many phonecalls from 9am onward often no answer. Options did not mention the department I wanted. Eventually I got to a person who suggested a different number, turned out to be a wrong department. Could not tell me more but suggested uclh ophthalmology. It tried but they said my mother not listed. I called Royal Free and was number 43 in the queue. Am still waiting. My mothers appointment is (was) at Finchley Memorial, but your arrangements mean no one there knows about it or can take calls about it. The trust absolutely must make an arrangement that is userfriendly. This is unworkable for patients, creates additional workload for many staff, and ca certainly cause substandard care. I would like to be able to provide useful information for others in this situation but so far have none. i had to remove the word Uclh in capitals because your algorithm will not allow words with all capitals!