"disgusted at Urology disorganisation - you Decide"

About: Sunderland Royal Hospital

A little over 2 yrs ago i was told by a consultant that i would need an operation, i received an appointment some 6 months down the line - i duly turned up after the inevitable cancellation of the appt only to be seen by a houseman or resident of the Consultant who told me, the previous Consultant doesn't do the operation anymore and was given another app for, yes you've guessed it, another 6 mths - i wrote a leter of complaint - n yes you've guessed it again - they couldn't find he letter i duly attended the next appointment and i saw yet another houseman or resident - this one was much better and i believe she was genuinely disgusted at my treatment - and she produced the original Consultant who apologised and said he couldn't operate until it had stopped growing. reasonable, i thought and was duly given my next appt for 6 mths in the future. i received my appointment card for 21 March 2013 a little over two weeks after the clinic. 5 weeks before this date i received another identical card. A few days before the appointment i received a call asking me to verify that i would indeed be attending the appointment. Which i did. Two days before the appointment i received a call from a consultants secretary telling me that the clinic had been cancelled - because, The Doctor is Ill and we don't have any others available to run a clinic. I then told her what i have just related above and she assured me that i would be treated as urgent and would receive an app't in the next few day - it is now nearly three weeks and not a word - When the doctor says he wants to see me again 6 months i have a right to believe his decision will be honoured, instead the Admin staff seem to arbitrarily make these decisions and the app'T could indeed be 8 months or more in the future. It does make one ask "what indeed they term as urgent. it seems there may be as many as 30+ Mrs and Drs in the Department "Their Customer Service is non existent.

Story from NHS Choices

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Response from Sunderland Royal Hospital

City Hospitals is sorry that you are dissatisfied with the service which you have received from us. All our clinics have both Consultants and Registrars who see patients and it is not always possible to see a Consultant, however you can ask to see a one if you are concerned that your treatment is not progressing according to plan (such as happened when you had your third appointment). We are sorry that your last appointment was cancelled, sometimes this is unavoidable due to staff sickness but we are concerned that you have not received a further appointment. We would be grateful if you could contact us at corporate.affairs@chsft.nhs.uk with your details so that this can be resolved.

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