"Yet to see a doctor but the admin staff are the..."

About: University College Hospital

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I have been transfered to a new doctor in the Urology area. I was given an appointment last year but this was cancelled twice by UCH (even though they say they only cancel once). The out patient telephone staff basically said tough when I asked if I could have an earlier appointment. The letters all state that it is the adolecent unit despite me being in my 40s!!! When I mentioned this the person on the phone told me it was not a problem as all their letters are out of date. I then missed the appointment due to family problems which I was unable to avoid. When I telephoned the to explain the the man on the phone was rude and did not listen to my reason why. He was very ubrupt, rude and ignorant. I was offered an appointment in December, over a year after I should have been seen. I wish I could coment on the doctor but I'm yet to be lucky enough to see one. Good luck if you need an urgent appointment!!!!!!

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Response from University College Hospital

We are very sorry to hear that your appointments were cancelled twice. We only cancel clinics when the member of staff taking the clinic is on annual leave (clinical staff must always give a minimum of 6 weeks notice for all planned leave) or in exceptional circumstances (sickness, bereavement etc) where the clinic cannot be covered by a colleague. All referrals to the Urology Department are vetted by the clinical team and booked to the most appropriate clinic. Our Adolescent Urology Unit specialises in a range of conditions, particularly those that patients may have had since childhood/adolescence and they are followed up in this clinic into adulthood. Where patients do not attend their appointments without informing us know in advance, it is normally our policy to discharge the patient back to their GP. However we appreciate that there are circumstances in which the patient cannot attend appointment and we would like to apologise if the member of staff you spoke to did not treat your circumstances sympathetically as we would expect of all our staff n their dealings with patients and the public. Please contact us via our PALS department so that we can see if an earlier appointment can be arranged.

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