"Communication problems!"

About: Leicester Royal Infirmary

After my Colpolscopy appointment I was really happy with the service provided- the lady took the time to discuss things through with me, and reassure me. She told me to expect a letter within two weeks and then we will go from there. As I have had problems in the past, awaiting results is always nerve-wracking so after 2 weeks I rang the Gynaecology department to find out. The lady who spoke to me was very abrupt and rude and said it takes 4-5 weeks. After explaining what I was told, she rudely said that 'they shoudn't say that' (obviously referring to their colleges) and that only urgent cases take 2 weeks. The lady on the phone did not apologise for the communication problem; she was rude as if this was my fault. Nor did she even try and see if my results were available as she did not take any details. This communication problem needs to be addressed, as does the way receptionists go about explaining things without being abrupt.

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Response from Leicester Royal Infirmary

Dear Reviewer We are really pleased that you were happy with the care you received during your initial colposcopy appointment. However, we are very disappointed and very sorry for the abruptness of the receptionist you spoke to subsequently. This is not acceptable and isn’t representative of the service we aim to provide. Normally it does take about four weeks to send results letters to patients, so I’m afraid that you should not have been told to expect the letter in two weeks. However, this absolutely does not excuse the manner of the receptionist and we are very sorry about that. If you haven’t received your results yet, but would like to know the status of them, please feel free to contact me by email, donata.marshall@uhl-tr.nhs.uk, and I’d be happy to look into this further. Sincerely, Donata Marshall Service Manager

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