"Appointment problems"

About: Croydon University Hospital / General medicine

(as a relative),

On arriving at the breast clinic earlier this week, we were informed that my mothers appointment had been cancelled and we should have been contacted. As my mother is elderly we requsted to be seen that morning, we had to wait for 2 hours before being seen.

Ironically the next day, my mother received a letter the next day, saying her appointment had been changed to 11am on the same appointment day?

We were not told this when booking her in only told that her appointment had been cancelled, there seems to be some sort of administration problem.

Yesterday my husband had a letter saying he had DNA diagnostic appt on Sunday 11th september, he hadnt received any appointment letter either!!

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Response from Hilary Frayne, Head of Nursing for Patient Experience, Croydon Health Services NHS Trust

Dear Jan Nan

I am sorry that you have clearly encountered a number of difficulties in our appointment systems. The PALS team will always try to resolve any current problems experienced by our patients and their relatives and we record all issues raised through PALS to highlight any trends or apparent problem areas to help improve the service we provide.

If you are able to contact our PALS office with more information about your experience, your circumstances will be investigated. Our PALS office may be contacted by telephone on 020 8401 3210 or by email at ch-tr.pals@nhs.net. The office is open during the week from 9am to 4:45pm.


Hilary Frayne, Head of Nursing for Patient Experience and Quality

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