About: Leicester Royal Infirmary

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An appointment was made by my GP in February 2013 to attend LRI (ENT Dept). The initial appointment was for the 2nd April, carried out by a Consultant with 2 students in attendance. A CT scan was arranged for the 3oth April completed satisfactorily. A letter duly arrived stating my next appointment at ENT would be on the 7th August, a subsequent letter arrived in July stating this had been rescheduled for the 17th September, a third letter arrived in late July stating a further rescheduling to the 15th October. After numerous telephone calls to LRI (ENT) all unanswered except one requesting I leave my details for them to call back - no response todate. So much for your performance levels in which you state a figure of 13 weeks, is this another case of number crunching on your behalf. All I would like to know is why the constant delay on my next appointment to ENT. For all I know it is possible that another letter will arrive in August delaying my appointment yet again. From the date my GP arranged my initial appointment to my second appointment at ENT without any treatment so far amounts to 8 months. Yet again you will revert to the same excuses Short staffed/Lack of telephone facilities etc etc,

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Response from Leicester Royal Infirmary

We sincerely apologise for the delay and rescheduling of your appointments. Unfortunately as you did not leave your details on the site, it will be difficult to answer your concerns specifically, however if you would like to contact me to discuss your individual concerns please do so on gaby.harris@uhl-tr.nhs.uk The performance figure you state is the current wait for first appointment and not for subsequent appointments. We have had some staffing issues in the admin team but those have now been resolved and all members of staff are aware of the need to answer calls. There is a process issue around how we have traditionally booked our follow up appointments and as this does not coincide with the amount of notice that the medical team give for leave requests we do have to reschedule patients to accommodate this. This is one of our areas that we are working on to improve our service for patients. Kind regards Gaby Harris Service Manager Ear, Nose and Throat Leicester's Hospitals

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