"phoning for conformation"

About: Royal Blackburn Hospital

Hi, I wish to complain !! My father (who is at home with advanced cancer) is being rung to confirm hospital appointments. No problem there ! however, I, his eldest son of 66 years old am not able to speak to the person phoning, because of "client confidentiality" I have moved in with my father, at great cost to me and my partner, I am the person who takes Dad to all his appointments, (otherwise he could not get there) and I have all his appointments in front of me, yet I am unable to confirm he will be attending his appointments??? So do I go and waken him up ?? get him off the loo?? just for him to say "I will be there" NHS please use some common sense !!!

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Response from Royal Blackburn Hospital

Many thanks for your feedback on your experience of our Urology service, and thank-you for taking the time to do so. I will make sure your comments about our appointments confirmation system are passed onto the teamn and I am very sorry to hear that your recent experience with us wasn't what you expected as we always strive to deliver safe, personal & effective care. If you would like to talk through or make some suggestions about how we could improve the appointments system with one of our Patient Experience team so we can understand the bits of your experience that made this such a poor one for you we would really value this so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 734471 or email me on wendy.stobbs@elht.nhs.uk. Or if you prefer you can discuss further any concerns you may have about our services with our Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further. Many thanks again for taking the time to comment and I hope your father's treatment and care and going well Regards Wendy Stobbs, Patient Experience Facilitator

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