"Appalling administration"

Dear Paul – thank you for your feedback. I was surprised to learn that staff had been rude; clearly this is not acceptable and I apologise for your poor experience and any upset caused. Following the move of the Urology service to the new hospital a number of factors affected the clinics which had to be rebooked. I acknowledge this process was not well handled and this has caused appointments to be changed many time with often confusing information being sent. This in turn gave rise to a large number of calls to the service which then meant telephone access was also poor. I wish to apologise on behalf of the Trust that you were one of the patients who suffered as a consequence. Please be assured staff are working hard to resolve the issues and return the service to the level we expect for all our patients. If you are still experiencing difficulties please contact me via complaints@nbt.nhs.uk and I will do all I can to resolve your problems Kind Regards - Steve Sykes Advice and Complaints Team