"communication between my GP and the Sports..."

About: Leicester General Hospital

What could be improved

communication between my GP and the Sports Medicine Dept.

my appt. has for some reason been cancelled on the day (less than four hours notice) not mentioning that I had not received any letters to confirm my appt. I had to ring the hospital three times only to find out that until the actual appt date no-one seemed to have known anything about my appointment. no apology... [of course]...

i think even in my previous hometown/GP/hospital... patients (=people!=human beings) would find this outrageous.

Anything else?

the system is actually unable to 'care about' you the system 'can' actually achieve very little; but every system involves a lot of people - who in this case simply do not quite know how to do their job, nor do they possess any manners let alone politeness which at my age we used to learn from our hard working parents and teachers.

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Response from Leicester General Hospital

We would appreciate the opportunity to investigate this properly and provide you with a deatiled response. Please contact our PILS team free on 08081 788 337.

In our Sports & Exercise Medicine department we have over 3,500 clinic appointments every year and unforunately a breakdown in communication between ourselves, GPs and patients can happen, however, we try to minimise this.

In general, appointments are arranged with the patient in advance and they should receive written information about this. We often have a short run in time (days sometimes) before appointments and some are agreed by phone alone.

Appointments should not be cancelled at late notice except in extreme and unusual circumstances. Most commonly problems appear at late notice because of clinic booking errors rather than unexpected unavailability of staff. It is only fair and reasonable to politely explain to the patient reasons why and what new arrangements will be made.

We would like to apologise for your experience.

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