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Absolute disaster

Story from nhs.uk

"Absolute disaster"

About: York Hospital / Ear, Nose and Throat

I waited 5 months for my ENT appointment at Selby hospital. On the day of my appointment we waited over an hour and no sign of the doctor. I asked at reception and the receptionist said the clinic had been cancelled that day and someone should have phoned me. Obviously they hadn't as I was still waiting!

They said I'd receive a prompt new appointment as this one had been cancelled. Three weeks later I still have no new appointment and am getting passed from operator to operator and cannot speak to anyone about a new appointment. I am beyond furious with this service.

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Responses

Response from York Hospital 6 years ago
York Hospital

Submitted on 21/08/2017 at 10:56
Published on nhs.uk at 11:31

Thank you for taking the time to contact us.

I am very sorry to hear of your experience within our ENT service at Selby Hospital and that you are encountering problems arranging a new appointment.

Our contact centre who arrange our Outpatient Appointments have recently issued this statement -

"Due to unforeseen circumstances we are currently working with severely reduced staffing levels within the Contact Centre. This may mean that some of our patients encounter extended wait times when calling the Contact Centre. We fully appreciate your frustration and we sincerely apologise for the inconvenience caused.

This is not the level of service we wish to offer our patients and we are working hard to improve the situation"

We do take your comments very seriously and would like the opportunity to look into your concerns further and help you arrange a new appointment as soon as possible.

If you would like discuss this with us, please contact the Patient Advice & Liaison Service (PALS) on 01904 726262 or email us at pals@york.nhs.uk and we will be pleased to help.

Kind regards

The PALS team

York Teaching Hospital NHS Foundation Trust

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