"My GP sent for an urgent appointment ..."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

(as the patient),

Anything else?

My GP sent for an urgent appointment to QE II Hospital. I contacted the Gynocology Dept early Oct 08 and was told I should get an appointment before Nov 08. On 30 Oct 08, I contacted the department again and was told that a letter was sent to me on 27 Oct 08 informing me that my appointment was on 28 Oct 08. To date I have not received any letter from the hospital. When asked why I or my GP was not contacted by phone for such short notice, I was told that they contacted my GP and they did not have my tel no. This is not true as many times my GP has contacted me by phone several times. Though the hospital administrators knew that I will not be attending the 28 Oct 08 appt as I will not receive their letter on time, they did not make any effort to rebook another appointment for me. If I had not contacted them today, they would not have made another appointment for me. This is very distressing to me as a patient. I have waited too long going through lots of blood tests, scanning and so on before the GP could make up her mind to refer me to the hospital. The GP made this appointment request on 16 September 08. Because I missed an appointment via no fault of mine, I am having to wait until mid Nov 08 for the next appointment. The 18 weeks consultation period was introduced to give patients greater confidence in health system. Such errors, negligence and a non apologic mannerism from staff is not very helpful and will only bring the Trust reputation down.

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Response from Queen Elizabeth I I Hospital

Thank you for telling us about the difficulties that you had recently in getting your much needed appointment; we’re sorry that due to a problem with the NHS Choices system, this response has taken a while to get posted.

We also regret that your experience of our appointment booking system was a poor one. It is designed to support the needs of patients and our clinical staff, not to put barriers in their way.

It is clear from your comments that something went wrong in your case as this is not the usual experience patients have of our booking system. This is why we would welcome a formal complaint, should you wish to do that, so we can investigate the matter in full on your behalf. The simplest way to do that is to send an e-mail to our complaints handling team (patcomplaints.enh-tr@nhs.net).

You will just need to give your full name and address, along with your hospital number if you have it, as well as an outline of your experience. Our team can then review your case to see what happened and to give you a full response to your complaint. While that will not change your experience, it may help to have that explanation - as well as prevent similar problems for other patients.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful