"Being told I missed appointments I was never made aware of "

About: Calderdale Royal Hospital / Oncology St James's University Hospital / General medicine West Yorkshire

(as the patient),

In September 2013 my doctor in Calderdale referred me to a specialist re the after effects of radiotherapy.

I heard nothing for a number of weeks until I received a copy of a letter sent to my Doctor and my Oncologist in Calderdale saying I had missed two appointments at St James's Leeds in early & mid November.

I immediately rang the secretary of the specialist at St James's, pointing out I had not received any appointments and was passed to the Appointments Dept.

The following Tuesday, at 11. 30am I received an appointment for 11am that very morning, which obviously it was not possible to attend. I spoke again to Appointments and was told that the person speaking had left me a message on my phone.

There were no missed calls on my house phone or mobile and no messages on either plus I had other messages timed both before and after the supposed message had been left, so clearly the call was not made or was made to the wrong number.

Being a member of our local NHS Trust and other NHS organisations, I get lots of letters, appointments, phone messages and emails etc from them, from Calderdale Royal Hospital and from my Doctor, none of which go missing.

I find it very hard to believe that two letters from St James's, two weeks apart plus a phone call/message would go astray when nothing else does.

I eventually attended an appointment last week and was told I would be 'fast-tracked' to a specialist in Calderdale, but to date 6 days later I have not received an appointment. Should I have had an appointment by now? I am only mentioning this as I am concerned that this appointment may also 'go astray.'

If I had a suspicious mind I might think that this was a crafty way of 'massaging' appointment waiting times and/or missed appointment figures.

I double checked with Appointments that all the contact details they held for me were accurate.

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Response from Linda Thomas, Calderdale and Huddersfield NHS Foundation Trust

Unfortunately, we are unable to comment about St James's appointment system, hopefully someone from St James's will respond to your posting.

With regard to Calderdale Royal Hospital, hopefully the appointment will be on its way to you, but if you would like to telephone our Patient Advice and Complaints Team on 0800 013 0018, or email at patientadvice.cht.nhs.uk and give them your details, they will be more than happy to check the situation for you.

We hope all goes well for you, many thanks for taking the time to provide feedback.

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Response from Patient Experience Team, Leeds Teaching Hospitals NHS Trust

Dear brconsultancy

Thank you for posting your comment. We are very sorry to hear about your experience of the appointment sytem. If you would like to discuss the issues in person, and confidentially, please contact the Patient Advice and Liaison Service (P.A.L.S) on 0113 2067168 or email patient.relations@leedsth.nhs.uk

Thank you once again for your feedback.

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