"Bad experience with Urology"

About: Leicester General Hospital / Urology

(as the patient),

I was referred to Leicester General Hospital's urology department for a consultation by my GP. This was around November time. I had to call back to chase it up and eventually got an appointment through for the end of January. Three days before my appontment I recieved a letter confirming a return appointment for the end of March. Thinking there must be a mistake, as I had not needed to make a return appointment yet, I called the department. I was then told that it was to replace my cancelled appointment (the one scheduled for three days after I recieved this letter). They had cancelled my appointment and moved it back two months.

So my first complaint would be the length of time I was expected to wait for a new appointment. The second complaint is that I was at no point notified of the cancellation of my appointment. The letter I recieved stated there was a return appointment scheduled but had no mention of a cancellation. Had I not made the enquiry I would have gone to the hospital (as I do not own a car this would have been a journey of around 40 minutes to an hour) only to be told it was cancelled.

To make matters worse, I called the department a week before the appointment and had the date and time confirmed. At this point the original appointment was going ahead. Yet the letter I recieved was dated the same day that I called and confirmed the appointment.

When I was told of the cancellation I was able to make an earlier appointment (albeit still later than the original one). However I would still like a response about the fact that I was going to be made to wait an extra two months just for a consultation, and wasn't even notified of the cancellation, which I only discovered by fluke.

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Response from University Hospitals of Leicester NHS Trust

Dear Patient54,

Thank you for taking the time to share your concerns with us. We are incredibly sorry for the miscommunication about your appointment and would like the opportunity to look into this for you.

If you could please contact Lisa.Gowan@uhl-tr.nhs.uk with your name, DOB, address and patient/hospital number, Lisa will investigate further with the Urology team.

Kind regards

Joanna Fawcus

General Manager for Urology

Leicester’s Hospitals

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