"urgent letter put in the routine box"

About: Royal Stoke University Hospital

On Friday 26/8/16 my mum went to her gp having found she had an aortic aneurysm which was 9.5cm, (5.5cm is when an operation is looked at). The GP sent an urgent referral to the hospital and on friday 9th sept i rang to see when the appointment with the vascular surgeons might be, i was put through to endless departments and spoke to at least 5 people one of which was very rude, only to be told my mums letter was put on the routine file and it was up to the gp to mark it as urgent. On phoning the gp they were insistent they had marked it urgent and sent it to the hospital again, later that day i had a call saying my mums appointment was now 13th sept...good job i chased it up, whoever put it in the wrong pile wants sacking.

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Response from Royal Stoke University Hospital

I am so sorry to read your feedback regarding your mother’s appointment. We are continually looking for ways to improve our services and would welcome the opportunity to investigate this further. If you could contact the PALS department via the telephone on 01782 676450 or 01782 676455, or via email to: patientadvice.uhnm@nhs.net to provide further details, I would be very grateful.

Kind regards

Rebecca Smith, Quality Improvement Facilitator: Patient Experience

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