"Bad patient experience"

About: Pilgrim Hospital / Ear, Nose and Throat

(as the patient),

I recently had an appointment with the sleep clinic at Pilgrim Hospital in Boston Lincolnshire. I waited about 4 weeks following seeing my GP until my appointment and I specifically asked for a 9am appointment (so to be the first patient of the day) due to work commitments. I arrived at the sleep clinic at 8: 45 am as the letter asked to be there 10 minutes prior to appointment for the relevant pre-appointment stuff.

At 9am I asked the nurse how long it would be until I saw the doctor to which I was told he was; "just signing some letters". I then proceeded to wait in the waiting room until 9: 35 am and still the doctor had not called me in to see and the nurse and other member of staff appeared to be anxious and making calls to see where he was. I then got up and said I had to leave just as the doctor appeared to be arriving at the clinic. The nurse tried to tell the consultant I was his first appointment however he did not even acknowledge me and carried on walking.

So I left the clinic as I had to get back to work. I made a complaint that day - so it has now been 6 weeks - and no one at United Lincolnshire Hospitals has bothered to be in contact with myself even just to acknowledge the complaint or to say its being investigated.

To top it all off I have been discharged from the clinic and so have had to ask my GP to be re-referred. A very poor experience. I could understand if the consultant was running late if I had had a later appointment but not when I was the first person of the day. To me the way this whole thing has been dealt with is unprofessional and uncaring.

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Responses

Response from Jennie Negus, Deputy Director of Patient Services, United Lincolnshire Hospitals NHS Trust

picture of Jennie Negus

I was disappointed to read about your experience; and also that no-one has got back to you following your complaint. Could you please contact me directly at: jennie.negus@ulh.nhs.uk so I can follow this up?

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