"Poor, frustating & a waste of my time."

About: Hertford County Hospital

What I liked

See previous comments.

What could be improved

Appointments. I had a scan on my knee on 13/12/11 & after great trouble contacting appointments was sent a date of 27/03/12, some 15 weeks after my scan. To keep this date, I cancelled a holiday. Today a letter arrived, only 5 days before 27/03/12, telling me it had been cancelled until 01/05/12, some 20 weeks after my scan. Not only is the knee getting worse & stops me exercising, but the scan is probably inaccurate. I understand that the Patients Charter states that waiting times must be a max. of 18 weeks, not 20+ weeks!

Furthermore, from 12.30p.m. today I have phoned the tel. nos. on the letter ( 01707 365230/365218/369183/365115 ) & the nos. have kept ringing, but noone has answered. I have even tried 01438 284444 on a letter dated 02/03/12 with no answer. I tried your main switchboard on 01438 314333, which eventually answered & was put through to appointments, which again rang, but noone answered. At 1.15p.m. I tried the PALS office & left a message, nearly an hour ago, but still getting nowhere, hence these comments.

Anything else?

Possibly a complaint to my M.P. may get some response, as at the moment, your appointments office are not answering calls.

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Response from Hertford County Hospital

We're sorry that this has been your experience, but we can get this sorted for you - just send us an e-mail to generalenquiries.enh-tr@nhs.net providing us with your full name, address and date of birth, as well as your NHS or hospital number if you have it (this will be on any letters you've been sent). Once we have this information, we can make sure that you are contacted directly about what's happened so that the whole thing can be put right for you.

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