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Appalling administration

Story from nhs.uk

"Appalling administration"

About: University Hospitals Coventry and Warwickshire NHS Trust

Referred by my GP for an ultrasound; no appointment received in four weeks; given a phone number by GP to chase up; contacted the dept, and was given a date when I would be unavailable, so cancelled. Was told further appointment may not be for 6 weeks.

Four days later received letter (1st class) posted the previous day, written ten days previously, reiterating the cancelled appointment. Three phone calls needed to ascertain if the appointment was cancelled or not, and one of the responses was barely intelligible.

This displays a shocking waste of time, energy and resources - not to say desperate inconvenience to the patient. The NHS may be stretched, but administration such as this makes it a shining example of failure.

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Responses

Response from University Hospitals Coventry and Warwickshire NHS Trust 4 years ago
University Hospitals Coventry and Warwickshire NHS Trust

Submitted on 29/10/2019 at 11:32
Published on nhs.uk at 21:43

Dear Jackie,

We are very sorry that you faced some issues with the cancellation of your appointment and for any confusion this may have caused.

We always aspire to provide patients with relevant information regarding appointments in a prompt manner and apologise this was not the case on this occasion.

If you would like to raise this further, please contact the Trust’s Patient Advice and Liaison Service on 0800 028 4203.

If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk

Alternatively, you can write to us at the following address: -

PALS

University Hospital

Clifford Bridge Road

Coventry

CV2 2DX

If you do decide to contact us, please make us aware that you have left comments on the NHS website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients.

Communications Team

University Hospitals Coventry and Warwickshire NHS Trust

Telephone: 0800 028 4203

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