"Outpatient Cancellation "

About: Leeds Teaching Hospitals NHS Trust

(as the patient),

I am a patient from Sheffield and was given an appointment to see a specialist in Leeds in early January of this year. I became ill with Norovirus 2 days prior to this and as I was required to be at work on the day of the appointment I cancelled the appointment online, as instructed to do on the letter. I was given an new appointment in March and this happens to be on a day when I am operating (I am a consultant surgeon). I therefore rang to ask if the appointment could be delayed for 1 week, when I knew I would be available. I was told as I DNA'd the first time I would have to be re-referred from the GP.The person I spoke to used the term DNA, although she did not know I was a doctor. She was also wrong, as I cancelled the appointment prior to the date. I asked her to check with her supervisor and asked her to ring me back. She never did and when I rang back she told me the supervisor had decided that I still had to go to the GP. I am now having to make an appointment to see my GP (more than 7 days ), wait for him to write a letter which will be sent by slow mail to Leeds and wait for them to give me another appointment, which undoubtedly will be on a day when I am operating. It's quite extraordinary - I sometimes wonder today of all days whether the NHS dislikes its staff or its patients more.

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Response from Leeds Teaching Hospitals NHS Trust

Dear Annoyed from Sheffield

Thank you for bringing this to our attention and please accept our apologies for having received such a poor patient experience. We strive to deliver a patient focussed service and on this occasion, it appears that we have not done so. We also acknowledge that the language that has been used is not patient friendly and this will be addressed.

We try to use our capacity as effectively as possibly whilst trying to keep patient cancellations to a minimum by offering flexibility to our patients for their appointments.

We will proceed to review our internal processes with regards to patient cancellations.

If you would like to discuss the issues in person, and confidentially, you can contact the Patient Advice and Liaison Service on 0113 2067168 or email patient.relations@leedsth.nhs.uk

Thank you once again for taking the time to post these comments - such feedback is very valuable to us and much appreciated.

With kind regards

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