"communication none existent"

About: Castle Hill Hospital

based upon my own experience the level of customer satisfaction must be at a very low level this is in respect of the outpatients specifically oncology follow up.

after undergoing prostate brachytherapy fortunately at leeds the follow up was at castle hill.It has been a catalogue of lost notes, cancelled appointments, outright lies eg the call centre will deal with your appointment letter which never arrived, and after waiting 27 minutes for the switchboard operator to put me through to appointments, with a garbled "sorry to keep waiting" said as quickly as possible so you can not respond.So finally after one year follow up not the recommende 4 to 6 months i arrived today full of anticipation to be told after 40 minutes overdue sorry we ve lost your notes.!! there were 3 other patients in waiting and all 3 were either late due to lost notes or to computer problems, even the registrar said complain because all they were dealing with was patients complaints- I did speak to the outpatients manager but it is your senior management that should take some responsibility or your next CQC report will be even worse than this years.

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Response from Castle Hill Hospital

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience and the difficulties you experienced with your follow up appointment.

If you would like to discuss this matter further with us, please do not hesitate to contact our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk.

If you would like to become more involved in decisions about local healthcare, we are recruiting members.

By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose.

For more information please either email foundation.trust@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165.

Thank you once again for taking the time to provide us with your views on local NHS services.

Kind regards,

Patient Experience Department Hull and East Yorkshire Hospitals NHS Trust.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful