"Don't count on your appointment!"

About: Royal Derby Hospital

Given an appointment with ENT for 2nd Dec '13. Received an appointment change for 12th Dec'13. On the second letter a hand written note confirming that the 1st had been cancelled. I was concerned as although I do get many changes of appointment but never before had a hand written note. I 'phoned the hospital to check and was assured that the 2nd Dec had been cancelled and the appointment was for the 12th. You've guessed it. I had been labelled as a non-show on the 2nd and as signs around the reception saying every non-show costs £73. When I turned up for my appt. they were not ready for me, no time or notes for the Specialist. The Consultant was good enough to see me but only had time for me at the end of the list, a wait of 90 minutes. I suffer severe back pains and can not sit or walk about for long. I was in tears. To boot, I had a 30 odd miles to travel which cost and I had to pay for two extra hours car parking! I asked for a refund but did' to even get an apology! The pain in my back was so bad I had troublers driving home in the heavy traffic. Having someone saying sorry would help, knowing who made the mistake would help as would some recompense towards my expenses as I am on a very tight income!

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Response from Royal Derby Hospital

I was extremely sorry to hear of this frustrating and distressing experience you encountered when attending for an appointment at our ENT Department at the Royal Derby Hospital. We would certainly appreciate having more details so we could look into this matter further on your behalf and therefore if you could kindly contact the Assistant General Manager for our ENT Department, Mrs Anne-Marie Davies on Derby (01332) 786796 and provide her with more specific information about yourself and the appointment, we will endeavour to assist you further. However, in the meantime, may I offer you my sincere apologies on behalf of the Trust and also thank you for taking the time to bring this matter to our attention. All patient feedback is extremely important to us, whether this be positive or negative as this offers us the opportunity to to try and improve the services we provide to all our patients. Kind regards Miss Deborah Furness, member of the Royal Derby Hospitals NHS Trust Patient Experience Team

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