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Neurophysiology appointment letter

Posted By slt136

"Neurophysiology appointment letter"

About: Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus / Neurology

(as a service user),

I've received a letter from Nottingham University Hospitals asking me to ring to make an appointment with clinical neurophysiology at Queens Medical Centre, Nottingham.

The letter says that if I don't call within a week of the date of the letter they will assume that I don't wish to make an appointment. I understand that there are waiting lists but this tactic is entirely unreasonable and promotes fear rather than support. 1 week from the date the department wrote the letter does not give any flexibility to people who are away from home for work / holiday / caring responsibilities or acutely ill. Given that an appointment has not been made and therefore will not be wasted there is no reason not to extend this cut off point to 1 month - the admin will still keep the lists down but patients will have time to call to make an appointment. 

Also, there are directions to the department but only from car parks - there should be directions from buses and the tram as well.

Thank you.

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Responses

Response from Nottingham University Hospitals NHS Trust 4 years ago
Nottingham University Hospitals NHS Trust

Submitted on 19/02/2020 at 16:46
Published on Care Opinion at 16:46

Thank you for your comment and for raising your concerns regarding the booking process with us.

Our partial booking system allows us to be flexible and responsive to the incoming referral rate to our department. This is particularly useful for us as we perform a range of different tests. We appreciate that patients may sometimes struggle to reply within the time range, but we will always return patients to the waiting list when they do make contact. The time frame to see these patients depends on current demands but is usually between 3 and 6 weeks. We can also offer cancellation appointments to patients if needed.

I would be happy to speak to you further regarding your experience if you have any other comments or require any other information. Our direct contact number is 01159 709 146.

Kind regards

James Baird
Assistant Manager, Neurophysiology

Update posted by slt136 (a service user)

Hello James

Thank you for your response. I understand from a managerial / administrative point of view that you are trying to be as effective as possible with your resources and that is very appropriate.

Given your point that you will return patients to the waiting list when they ring I wonder if your letter could be reworded because the current letter says 'if you do not contact us within 1 week of the date of this letter, we will presume you do not wish to make an appointment'. This gives the impression that you are taking a punitive approach rather than seeking to use appointment times to the best effect. The means you use to manage the caseload is not the concern of the patient, it is important that people feel they can ring and access an appointment.

I'm sure you have a patient's panel who look at letters and processes with you and can comment on the way a letter could be received.

I would also suggest that you add details of how to find the department from the bus or tram as well as carparks.

I would also like to comment on the treatment I have received - when I rang the bookings line the person I spoke with was pleasant, easy to talk to, knowledgeable and helpful. She offered cancellations, one of which I was able to take. I was very impressed with her - I'm sorry I don't remember her name although she did tell me.

When I attended the appointment the staff who dealt with me and carried out the test were professional, pleasant and appropriate. The test was carried out efficiently and they were able to give me the results on the spot which was reassuring (although the consultant did ask me why I was there - as if I had referred myself - wasn't quite sure what answer he expected from me!)

I look forward to your response.

Many thanks

Response from Nottingham University Hospitals NHS Trust 4 years ago
Nottingham University Hospitals NHS Trust

Submitted on 20/02/2020 at 17:00
Published on Care Opinion at 17:00

Thank you getting back in touch with us. I’m very pleased to hear that the service you received in the department was professional and pleasant and I will share your very kind feedback with the team.

We will take your points on board regarding the wording of our appointment letters and consider including additional directions to the department from public transport to help our patients.

If you would like to talk about any of the points you have raised in more detail please do get in touch on 0115 970 9146 so we can discuss further.

Best wishes

James

Update posted by slt136 (a service user)

Thank you:-)

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