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Urology department - appointments

Posted By SFJ13

"Urology department - appointments"

About: North Devon District Hospital / Urology

(as the patient),

Referred to the Urology department. I was called by the booking team to ask if I could attend a cancellation the following morning. I said that I could but I was at work. I confirmed my contact number at work and stated that due to my location I wouldn't be able to use my mobile number. This was confirmed and I was reassured that this was ok. 

At the time of my telephone appointment I waited, and waited and waited. I eventually phoned the urology department and left a message as there was no response. When I moved to an area where I received a signal, I found two missed calls at the appointment time. I have now been marked as DNA. I'm disappointed and cross that having tried to ensure a contact number, that this was ignored. The appointment has now had to be rearranged and more time wasted. Another patient could have had the next appointment if my notes had been read in the beginning. I should also not have the DNA as I was at the appointed time and contact number. 

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Responses

Response from Paula Howells, Senior Medical Secretary (Northern Services), Urology Team (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 2 years ago
Paula Howells
Senior Medical Secretary (Northern Services), Urology Team (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

I have worked in the NHS for over 35 years as a senior Medical Secretary in various specialties. I currently work in the Urology Department providing PA services to the clinical team.

Submitted on 02/02/2022 at 16:22
Published on Care Opinion at 16:22

picture of Paula Howells

Dear SFJ13

Many thanks for leaving your constructive feedback. We always appreciate it when patients take the time and trouble to leave feedback so that we can try and improve the service we give. I apologise that you received a less than satisfactory outcome with regard to your telephone appointment, on this occasion. It is not acceptable that you took the trouble to ensure you gave your contact number and explained why you could not use your mobile, only to find that your mobile number was used. I also agree that it is a waste of resources and I will pass on your feedback to the manager of outpatients' so it can be raised with the booking team.

During the Covid pandemic we have tried hard to continue our outpatients services by converting many of our face-to-face clinics to telephone clinics. While largely successful, it has brought its own problems such as highlighted by your recent experience.

If you would like me to look into your concerns further please contact me direct on 01271 314129 or email me on paula.howells@nhs.net.

Many thanks again for your feedback.

Kind regards

Paula

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Response from Paula Howells, Senior Medical Secretary (Northern Services), Urology Team (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 2 years ago
Paula Howells
Senior Medical Secretary (Northern Services), Urology Team (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

I have worked in the NHS for over 35 years as a senior Medical Secretary in various specialties. I currently work in the Urology Department providing PA services to the clinical team.

Submitted on 02/02/2022 at 17:23
Published on Care Opinion at 17:23

picture of Paula Howells

Dear SFJ13

Further to my response above. I would like to add that I have since spoken with our Lead Consultant Urologist, Mr Misra, regarding your feedback. He has since emailed all the Urology doctors in our team to ask them, when doing telephone clinics, to check the correct number to call from the clinic list rather than the numbers listed on our EPRO (electronic patient record) system. The clinic list should always highlight the number to call as requested by the patient. Hopefully this should reduce any "false" DNA's and waste of appointments in the future.

Kind regards

Paula

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