"Terrible appointment service"

About: East Surrey Hospital / Urology

(as the patient),

I was booked into hospital for a stent change due to take place in April 2012.

I received the appointment, but no pre-op appointment had been arranged so I phoned to explain that this was needed because at the last surgery I had been informed we were to discuss my stent change at the next pre-op.

The lady I spoke to said they had an emergency op required, and could she cancel mine to arrange a pre-op? Yes I said. What a mistake.

I waited four weeks and still no new appointment arrived so I phoned, got transferred to the surgeon's secretary, where I was assured an appointment will be made. Following week still nothing so I phoned again, answerphone so I left a message. Two days later no call so I phoned again, answerphone and another message. This has now been carrying on for a further 6 weeks.

The answerphone is now full and will not take any more messages and calls to the general appointments desk have resulted in an email being sent to this secretary and postit notes attached to her screen. Still no appointment.

Today I have tried again and got the full up answerphone so it's letter time. First one to Andrew Lansley and copy to my MP, perhaps they can get this service to do something.

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Response from Fionnula Robinson, Director of Communications, Surrey and Sussex Healthcare NHS Trust

Thank you for taking the time to comment about your experience. I'm sorry for the delay in getting your appointment rebooked but if you would like to contact Hamish Wallis, Assistant Director for Surgery on hamish.wallis@sash.nhs.uk or 01737 768511 x6708 he will be able to sort it out for you.

If you have problems in the future our Patient Advice and Liaison Service (PALS) is available to listen to concerns, suggestions or queries and can help sort out problems quickly on your behalf. You can contact PALS by telephone on 01737 231958, email: pals@sash.nhs.uk, or by writing to: PALS, East Surrey Hospital, Canada Avenue, Redhill, Surrey RH1 5RH.

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