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"Discharge letter contains incorrect information"

About: North Devon District Hospital / Outpatients North Devon District Hospital / Urology

(as a service user),

Today I received a discharge letter which contained incorrect information from the consultant to my GP implying that I had cancelled 3 appointments, which is simply untrue. 

I was called in the afternoon in late April 2023, and offered a cancellation on the very next day, which I informed them was too short notice and I would need at least a week to make the arrangements to be off of work. I was then offered a date 3 days later, but as this was the same week, I told them that I was not able to attend at such short notice. After discussions with one of the team, I was given an appointment date in early May. 

I was then sent a letter, offering the appointment to which I was unable to make as was too short notice, which I had previously instructed them that I was unable to attend (and had booked the appointment in early May).

I spoke with my GP and agreed that the procedure was probably unnecessary and this was then cancelled. I had been reluctant to have the procedure due to the requirement for a general anaesthetic. 

The discharge letter from the Lead Clinician, then stated that I had cancelled on 3 occasions and that they were discharging me!

This is blatantly untrue.

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Responses

Response from Angela Morley, Service Manager - Outpatients (Northern services), Outpatient Department (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 11 months ago
Angela Morley
Service Manager - Outpatients (Northern services), Outpatient Department (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust
Submitted on 17/05/2023 at 10:02
Published on Care Opinion at 10:06


Hello SmoneB

I am sorry for your experience and I would like to look into this. Please can you email me direct on angela.morley8@nhs.net with your NHS Number so that I can look into this for you.

Angie

Service Manager Outpatients

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Response from Paula Howells, Senior Medical Secretary (Northern Services), Urology Team (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 11 months ago
Paula Howells
Senior Medical Secretary (Northern Services), Urology Team (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

I have worked in the NHS for over 35 years as a senior Medical Secretary in various specialties. I currently work in the Urology Department providing PA services to the clinical team.

Submitted on 22/05/2023 at 09:59
Published on Care Opinion at 09:59


picture of Paula Howells

Dear SimoneB

Thank you for leaving your feedback. I apologise that you have not had a good experience with regard to your Urology appointment. We appreciate when patients take the time and trouble to leave their feedback so that we can try and improve the service we give. If you would like me to investigate your situation further please contact me direct via my email - paula.howells@nhs.net with your name, dob and NHS number or call me direct on 01271 314129.

I apologise again on behalf of the team that we have not, on this occasion, provided the high standard of service we usually aspire to provide for all our patients.

Kind regards

Paula

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