Gender Identity Clinic - London

Billie W.

I’ve been a patient with the gender identity clinic for eight years now and was ‘referred’ for surgery in June 2021 by Dr Kirpal Sahota and this was subsequently confirmed in June 2023 by Dr Andrew Davies and the Appointments Team.
Through my own investigation, and frustration with the seemingly never-ending timescale, I discovered that despite the referral ‘being in progress’ and ‘additional appointments being unnecessary’, the referral was in fact never sent as confirmed by the complaints team today.
This confirmation comes only after two complaints being opened and weeks of telephone calls and emails with the abrasive, dishonest, ignorant, and obstructive clinical admin and reception teams who would have continued to ignore and lie to me had it not been for the GDNRSS requesting the exact same evidence that I had been chasing this whole time.
Now, I require a subsequent appointment to be ‘re-referred’ even though it will be an identical appointment to the previous ones I’ve already had, then another appointment with the GDNRSS before I will even officially be on the surgeon’s waiting list, undoubtedly the bottom of this list despite me paying my dues for surgical waiting periods and this delay being the clinic’s fault.
This clinic doesn’t realise that they provide life-saving and life-granting work and that myself, like so many others, are currently living incomplete at the mercy of these abhorrent timescales. There is no sympathy, there is no empathy, there is no responsibility, reliability, honesty, integrity, veracity, or even human decency when handling patient care for some of the most vulnerable people in society who depend on gender affirming care.
I hope anyone that reads this review who is feeling hopeless or has had difficulty with the clinics can see that they are not alone at any stage. Even if this encourages one person to hang on or one person to call to confirm and obtain evidence of their referrals, then the review has served it’s purpose.

Elliot H.

Was on the list for years and got taken off without any notice because I briefly went abroad. What!?!? Didn't even tell me! I just one day decided to call because I expected I was near the end of the wait-list and THEN they tell me. Abysmal service. They don't care. My GP wrote to argue my case as she was shocked too (as other pros have been!) and still nothing. Unprofessional. Unkind. Unfair.

Ethan M.

When I Go. I can honestly say. They treat me as me. They have a gender neutral toilet. I've always Found the staff friendly. And helpful. Just my experience when I Go there! 😁. The waiting room is bit bigger from the old place.

Drew

Had my appointments a year ago
2 stars because dr. Henessey-granger is a legend and really listened and make me feel good in our appointment.

Dr. Barnes however i thought i had covered my issues in my complain cycle that i had after i was immediately asked if i was recording her in the first 5 seconds of the appointment, my clinical assessment was with held from me whilst there was a meeting about my care that i wasnt aware of. I had to request all correspondence they had on me to find this out. i spent weeks trying to get it and was sent another patients letter in which i reported a data breach. I ended up having an hour long talk with PALS and eventually had a meeting and was basically told she "needed a holiday". I wasnt happy with this but what can i do i just accepted that.

I was told id be seeing endocrinology soon, bloods were requested at my GP for this.

Fast forward to now: I have been waiting almost a year. Me and my GP havent recieved any response from the clinic so yesterday i called up and spoke to an awesome person on the phone.

Behold! She never referred me for endo. I have been waiting for an appointment that wasnt coming... im not even mad anymore im just really dissapointed that even a year later that appointment is still causing me problems.
Intact I found out I was supposed to have a 3rd appointment soon and it was never scheduled in. This is why people end up doing dangerous stuff. 6 years I've been waiting. Closer to a decade now than when I was referred.

FM P.

Horrendous experience dealing with London GIC. Horrible staff, with no training in Autism as legally required under the Oliver McGowan training, and I received several nasty letters from the Tavistock and Portman Trust and London GIC. Mediation took place in November after one such letter and I met with the Clinical Director and Chief Nursing Officer who were very understanding of my plight and agreed with me that it was very unfair. It turned out that the letter was written by a Manager on the London GIC team who didn't know me or anything about me. So the results of this meeting were fed back to London GIC and, after over three months of prompting, they sent me the final response. This was again written by the Manager and was totally shocking. I told PALS I was not satisfied with the response, which told me to go to PHSO to complain further, and I requested ADR in accordance with the Pre-Action Protocols laid out by the Ministry of Justice and they are legally obliged to follow these. They refused, saying that they were sorry that I was not happy with their response and were allowed to bypass the Pre-Action Protocols and recommend going to the Ombudsman. (Which I did, and they claimed that had not received it and told me to send it again. They were so rude to me that I withdrew the complaints about London GIC and sorted it out myself.) How could I be happy with their response when I have been punished for daring to complain about the service? London GIC put me to the back of the waiting list and so I will have to probably wait a year for an appointment. This is despite my being still in the GIC system. And I contacted the Chairman of the Tavistock and Portman Trust, the CEO, and the Clinical Director. No response. I wrote to PALS again and to date, there's been no response from them either. I have since learnt from the London GIC Website that the Clinic is in trouble and so the future of it is in question. There is a survey regarding this on the London GIC Website. The clinic needs urgent reform or face being shut down. They seem to have undertaken reforming measures now, however, but it is a long way from being perfect.

Please don't waste your time and effort going to the Clinic if they invite you to an appointment face to face. Make it clear to your GP that you don't want to be referred there unless you have an online appointment, and also ask them to refer you into the private sector as the NHS is failing on all Services. At least you will get seen quicker. London GIC is moving to 120 Belsize Lane (main Tavistock and Portman Trust trust site) this October so it may not be so difficult for patients to get to it for a face to face appointment. Lief House is very complicated to get to. I am aware that other people might not be as lucky as I have been to get the matter resolved, but if they persevere, and don't stand for any nonsense, they will get results.

Update: After sending a Letter of Claim to the Tavistock and Portman Trust, I was then contacted by the Compliance and Governance Officer (who had meant to respond to my original letter, but hadn't had time to do so), we had a meeting to discuss the matter and looked through all the documents I had sent him. He agreed with me that it was very unfair the way I had been treated by London GIC and told them to offer me an online appointment immediately. I had the appointment in July of this year with Dr. Barrett and got my transfer to Northampton GIC. I had my first successful appointment with them last week, so I will not be posting about London GIC after this.

Alex H.

Been transition since i was 22/23 and im turning 33 very soon. My first couple appointments seemed ok not that they ask in depth questions it was extremely basic and could easily be done over the phone instead of making me pay so much money to travel to london for a pretty short appointment.

They claim they are busy and can only give 1 appointment a year but both times i went the waiting room was totally empty when i got there when i waited and when my appointment finished. Not a soul in sight.

Ive been discharged 3 times now with no explanation whatsoever.

They never every reply to my emails ill recieve an automated reply but no human response.

The receptionists all sound bored of there jobs and like they have no interest in what your saying or what you need i felt like i was leading the conversation otherwise it would be silent.

At this point im considering sueing atleast that way i can go private and get the help im supposed to be getting here.

I wouldnt recommend this place at all they pretend to care but they dont.

FM P.

Update on my previous review last year. I complained to the Chairman of the Board, John Lawlor, who governs the Tavistock and Portman Trust. He agreed that my complaints were valid, so arranged an online meeting with a senior team member in February. Sound/picture terrible and team member didn't believe me initially, but must have changed his mind as a follow up appointment with the lead Psychologist, Professor Richards, has been made for May, when I pointed out that I am not available in July. Watch this space. . .

Update: May appointment was an absolute disaster, Psychologist was not very pleasant and criticised me for being late, even though I suffer Autism, had a bad night and sweats. Plus I had a 90 minute appointment, which apparently had been overlooked by the Psychologist and admin staff - had I been seen immediately on arrival at the GIC, all might have been well, but they kept me waiting for half an hour before calmly informing me that the appointment was not going ahead. I challenged them on it and demanded that I speak to someone. I also had a bout of Asthma and had to use my Reliever Inhaler due to the pollution and stress I was under - another reason why I am unable to attend this clinic ever again. So they went off to find someone, the Psychologist in question came and we spoke with result mentioned at the beginning of this paragraph. She really was objectionable and I made it clear to the Appointments team that I did not want a face to face appointment with this Psychologist in the future when I was offered another appointment in June. I asked for an on-line appointment, but they said it had to be in person, reasons not given. Not much good for someone with Autism, especially as it was obvious the Psychologist did not understand it. I wonder exactly what the NHS is paying her for, when the service is not fit for purpose and never will be until the clinic gets its act together. I am now taking further action against this person who calls themselves a Lead Pyschologist and another person who calls themselves the Head of Clinic. I have also asked for a transfer to the Northampton GIC which is easier to get to, which they are sorting out at present. Head of Clinic wrote a letter of referral to the Northampton GIC, which depicted me as an unreliable patient, again unacceptable. They won't let me have an online appointment with another specialist at London GIC, to bridge the gap while I wait for Northampton GIC to offer an appointment, which is so wrong. And even the Receptionist is rude, so have tendered a Complaint. My advice is to stay away from London GIC and its horrible staff.

Kyan A.

Firstly I’d say, don’t expect any form of communication from this clinic unless you keep emailing them or making weekly calls, demanding you speak to someone in charge/complaints email. They won’t make it easy for you. You have to do all the work yourself to get anywhere with them. Don’t give up though.
I was on the waiting list for 4 years before i got my first appointment. Then 15 months later had my 2nd appointment. Thank you to Dr Berner and Dr Houlton I am now on testosterone and awaiting top surgery.
I’m grateful that we have people like them who care and make sure they do the right thing for their patients. They have saved my life, so I have all the respect for them.

However, there is one particular receptionist who is so rude, disrespectful, dismissive and has no communication skills what so ever. Talking over me when I’m trying to explain something important over the phone. Won’t let me finish a bloody sentence. They need training on how to deal with people over the phone. Their responses are very generic and they need to realise that the patients are already going through a lot. Their behaviour adds to the stress of it all. Very disappointing and why they would want to work as a receptionist when they have that attitude is beyond me. Get a new job. And let someone have it who respects patients!!

I would suggest that anyone waiting still after at least 2 years, keep being persistent. Ring them weekly, ask for a complaints email/ask for the manager in charge if they cannot or will not answer your question. Do not let them make you feel angry or anxious. Just keep on every week until they have no choice but to answer all your questions. That’s what I had to do. Once you have your letter to start your hormones or surgery, chase that up too. Until you have that prescription in your hand. Do not give up. If anyone feels like they want to, find me on social media and I will support you! You’re not alone.

Also make sure all your details are up to date like your gp surhery, phone number etc. Ring them email them a few times. As I did update my 6 months ago and they told me today after waiting nearly 6 months for my recent letter from them that they can’t send it out as my previous GP said I’m no longer at that surgery. Who ever deals with updating peoples details, needs to be more on it. It’s slowing peoples treatment down. And this causes even worse mental health problems.
Clearly if the place is having problems then you need to start looking at your staff and seeing who’s slacking. And replace them!

Update - top surgery done. 1 weeks post op at Brighton Nuffield health hospital, which I recommend as it’s a private hospital and dr Andy Mellington is amazing.) He does drain free top surgery. I was seen within 6 months of being referred for surgery with them. I had my zoom appointment with him then the 2 weeks later I had the surgery. But I also had to be persistent and keep calling to see if they had any cancellations etc.