"Delay in receiving biopsy results"

About: Christchurch Hospital

Following GP referral for a suspicious area of skin on my face I was seen very promptly by a Consultant and quickly had an incisional biopsy on 17.6.16. Brilliant service thus far. I was told I would receive my results by letter in about 4 wks. I waited nervously for this time but received no letter so I phoned the Dermatology Unit a total of 4 times on different days for some information. Each time my call went to an answerphone advising me to leave a message and my call would be returned. When no one returned my calls I phone the PALs No. and the person there said they would try to contact the unit.

A few hours later the Unit did call back to say they had my results (Monday 18th July) and I should receive them by the end of the week.- no results received.

To put my mind at rest I phoned my GP surgery and were told they had the results some time ago and the results were satisfactory, thank goodness.

I would have thought that at the time of writing to my GP I would have been sent the same information and thus been saved a lot of anxiety.

Although the the treatment I received was faultless the fact that no one answers the Units phone on either number is unacceptable .

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Response from Christchurch Hospital

Dear Anonymous

Thank you for your feedback about your recent visits to the Dermatology department at Christchurch Hospital.

We are sorry to hear that the process did not run as smoothly for you as it could have.

There are currently pressures on the department resulting in delays in some areas and we have put a system in place to address this.

We are pleased that you are happy with the service that you received at your initial appointment and biopsy.

Your feedback will be discussed at the department monthly meeting, but if you have any further concerns, then please contact our PALS office on 01202 704886.


Patient Engagement Team

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