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The Royal Marsden Hospital (Chelsea) 2020-07-26 Person 4 5 0

The nurses were kind and caring, as always. My issue was with the reception staff. On arrival we were questioned as to whether we had received a phone call or not. I said I had called and confirmed the appointment only a few days prior. I was then asked to produced the appointment letter, which I handed over and was told to take a seat and wait. I got the impression that the appointment was actually cancelled but no one had called us. It's a long journey for my elderly mum so the thought of having traveled for no reason was frustrating. Eventually we were told that my mum would be seen as we had traveled a long way. We were made to feel like they were doing us a favor. Given the current COVID situation, visiting a hospital is the last thing we want to do. We did appreciate that we were not turned away but the reception staff need to work on their communication skills and drop the high handed manner.