"Appauling lack of communication,..."

About: Leicester Royal Infirmary

What I liked


What could be improved

Internal communication between the E.N.T. and the Glenfield Hospital need to improve in order to avoid unbelievable delays.

Communication with patients needs to improve vastly. Delays - E.N.T. received my diagnosis 5th April and waited to tell me on the 18th April.This department needs to learn how to treat patients with dignity - having been told that breast cancer had returned, my daughter and I were told to wait for a letter from the Glenfield Breast Care Clinic which would probably take around 2 weeks. We left the consultation room into the waiting room and corridor in a state of great upset, we were given no support numbers, no information leaflets, basically left to get on with it. The hospital is very busy however, that is not an excuse to treat patients as just numbers. The whole process of getting diagnosed needs speeding up. Multi discipline Team - there is no communication between this team and the patient - hence no involvement in treatment.

Bank Holidays causing delays - other emergency services work through Bank Holidays, unfortunately hospital clinics do not operate on Bank Holidays, resulting in further appointment delays. Should the hospital consider moving clinics and specifically the meetings of the M.D.T. to days other than Mondays - which is when the majority of the Bank Holidays fall.

Anything else?

The Minister for Health was recently quoted as saying that "the most important people in the NHS are the patients" . Unhappily my experiences at the hands of the Leicester Royal Infirmary and the E.N.T. have proved that the staff certainly do not share this belief. It is now all number crunching.

I was in the hands of the E.N.T. department for investigations for possible recurrence of cancer for a period of two and a half months (February, March and half of April 2011). During this time I waited over a month to for an appointment for a camera check of mouth and throat, and then had to wait more than a month for a needle biopsy.

No-one seems to listen to what the patient has to say, and if you complain you have to "jump through hoops" to get heard.

Story from nhs.uk


Response from Leicester Royal Infirmary 6 years ago
Leicester Royal Infirmary
Submitted on 09/10/2013 at 18:30
Published on nhs.uk on 10/10/2013 at 04:00

Thank you for taking the time to leave your comments about your experience at Leicester’s Hospitals. We realise a significant amount of time has passed since you posted your comment and we would like to sincerely apologise that we did respond to in a timely manner. We have since updated our process of responding to reviews posted on NHS Choices and are now committed to making sure we respond to comments within 21 days of the date they are posted. If you would still like you comments to be investigated or passed onto the clinical team involved, please contact PILS on 08081 788337 or online at www.leicestershospitals.nhs.uk/patients/patient-welfare/patient-information-and-liaison-service/contact-form/. Kind regards Communications Team Leicester's Hospitals

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