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Bowel Cancer Screening Programme

Posted By Poo666

"Bowel Cancer Screening Programme"

About: London North West University Healthcare NHS Trust

(as the patient),

Today I received a generic letter from the Bowel Cancer Screening Programme saying they do not have a record of receiving my completed test kit. When I receive a generic letter like this, I'm sure I'm not the only one and there's a BIG problem. So I called 0800 707 60 60.

The call handler blamed Royal Mail. I also complained about being cut-off while in the telephone queue. The call handler blamed it being Monday, saying they were very busy. I'm a big fan of the NHS but they need to sort these issues out with out blaming Royal Mail and Monday's.

If anyone from the Bowel Cancer Screening Programme read my story I would prefer them not to reply with a "Disney Talk" apology as I find it insulting.

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Responses

Response from London North West University Healthcare NHS Trust 2 years ago
London North West University Healthcare NHS Trust

Submitted on 13/10/2021 at 11:30
Published on Care Opinion at 11:30

Dear Poo666,

Thank you for your review; due to the concerns raised we contacted the service directly in order to give you a personalised response –

Thank you for your comments and I am sorry that the service provided has not been satisfactory. We are seeing an increase in completed test kits not being delivered to the Bowel Cancer Screening Hub within the expected timeframe, and we are escalating this with our supplier. We will investigate further regarding the call being cut off to determine the cause.

If you would like us to follow this up on your behalf, please contact the PALS team on 0208 869 5118 or LNWH-tr.PALS@nhs.net

We wish you the best with your care.

Kind regards

Emma Calnan – Patient experience Officer

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