"Audiology OPA"

On confirming an OPA time with audiology I was informed that the appointment had been cancelled without any notification and without notes on the system giving an explanation. Evidently I had been made an OPA with the Tinnitus clinic in July; however I had not been sent this OPA. The appointment I had for today was only the result of me calling ENT OPA and making it following the ENT Consultant OPA back in May and it appeared then that I wasn’t going made an OPA as I wasn’t even on the system. I have been deaf since February this year and overall my care via Primary & Secondary care has been appalling and has left me chasing everything in order to get some care to help address this sudden hearing loss. On speaking with the Audiology Therapist they have managed to sort out another OPA in RBH they were extremely helpful and very apologetic about the cancellation and urged me to make a complaint about the cancellation and that I was not notified. On trying to make a complaint the receptionist who answered the phone had no idea and tried to transfer me to somebody x 2 to deal with the complaint. I was then transferred to casualty x 2 then to switchboard and then eventually to PALS where I lodged an informal complaint with a very helpful member of staff where I am hoping to get some resolution from this. I have never come across such a disorganised Service.

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Response from West Berkshire Community Hospital

Our sincere apologies for any confusion and inconvenience caused. It is unusual that a clinic needs to be cancelled and we certainly endeavour to contact patients when a situation arises where cancellation is unavoidable.

On occasions where patients are not contacted and it is drawn to our attention we look at the circumstances to try and avoid it happening in the future. Being informed is a key part of the patient pathway so apologies that we have not done that in your case.

We very much hope we are now helping you to manage your sudden hearing loss which we appreciate can be a very difficult condition to experience. Once again, our sincere apologies.

Alan Bryant Head of Adult Audiology Services