"No communication from out patient appointment..."

About: Chase Farm Hospital

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Frustrating delay in communication following referral for ENT OP appt since it was sent to central appt 6.5 weeks ago, neither written communication nor appt have been received, which is most unsatisfactory.

After 3 weeks was concerned it had gone astray. After numerous telephone calls to the ever busy, engaged appt lines ( 18 minutes waiting time!) , assistance from PALS and re faxes from my surgery, have finally resulted in referral being placed 'on the system', one month later!

A telephone message left for an appt manager last week was never returned.

The referral is now finally with Triage with a 16 week waiting list!

The experience doesn't promote confidence in the system, meanwhile symptoms still persist!

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Response from Chase Farm Hospital

As an organisation we are committed from learning from specific issues and from any mistakes we have made. Hearing about where we can do better helps us to pinpoint where exactly to make improvements to the service we provide.

The Trust apologies for the poor experience that you had in trying to access our ENT services. The Trust was undergoing some administrative changes in early 2013 which may have adversely affected the smooth running of the service.

Please contact the Trust on bcfpals@nhs.net if you wish to provide your details and get a more detailed response form the dept manager

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