"Poor patient care and experience"

About: Royal Lancaster Infirmary

Getting an appointment is difficult.

The one good thing is that they do a one-day clinic where you pretty much get a diagnosis by the end of the day.

More thought needs to be put into how they deal with people though. Once you've had initial discussion/potential diagnosis you are put back in the main waiting room. For me I was upset having being told I very likely had cancer which had spread to the lymph nodes and really did not want to be sitting in a room full of people. They probably also felt anxious having seen the state I came out in.

On subsequent check ups results have taken almost 3 months. During this time I fell very anxious. Also when they send letters out they just put in a generic line, with no description of what your appointment is for. This also causes anxiety.

I have been waiting for reconstruction surgery for 6 months, have still not seen anyone depsite being given an appointment to see the wrong person (again using generic letter) and having chased it up twice.

Story from NHS Choices

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Response from Royal Lancaster Infirmary

We appreciate you giving us your feedback from your recent visits to the Royal Lancaster Infirmary, and are sorry that your experience was not of the high standard we would expect. We would like to look into this further so that we can understand more about your experience and see if there is anything we can do to improve things for future patients. To do that, we need a bit more information from you so would really appreciate it if you could contact us via our Patient Relations team on 01539 716621. Thank you again.

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