"appalled sufferer"

About: Queen's Hospital (Romford)

Anything else?

Having been diagnosed with prostate cancer I had an MRI scan. I was told that my consultant would discuss the results & treatment in 2/3 weeks....I heard nothing so after 3 weeks I phoned the appointments dept..... 20 mins on phone no answer I phoned reception 25mins later they answered ...apologies & assurances that appointment was coming. ...next day 14th Sept, 2 letters arrived Letter 1 dated 12th Sept...informed me my appointment on 12th Sept was cancelled... I had no knowledge of this appointment ??? Letter 2 dated 12 th Sept next appointment ...Wait for it 6th March 2014...6 months time. I phoned the consultant's secretary who apologised & assured me that she would book a new appointment ...the letter arrived 11 am 19th Sept telling me that my appointment was that morning at wait for it ..9.15 am... I phoned & asked if I rushed to the hospital would I be seen ? No joy, but they promised to book me in the following Thurs . Appointment letter duly arrived... I arrived at 9-45 am for 10 am.....at 10,45 I asked if the consultant was running late....the nurse looked at her list & told me I was not down to see the consultant but his Clinical Nurse ....I saw the nurse ,I had seen them at a previous visit when she promised to send me a prostate. cancer sufferers pack which didnot arrive.I told them..that the advice pack had not arrived ...,she looked at her notes & told me she had sent the pack to the wrong address ,she could not give me a pack there & then as she didnt have any in her office, ???? Their manner was less than sympathetic ,she seemed rather overstretched & disorganised. However she told me the scan had shewn my cancer was contained within the prostate good news . I had hoped that i would be discussing my case with my consultant. I went home & visited the Royal Marsden Hospital...website I was most impressed ... They answered the phoned in 2 mins I was put through to a charming helpful assistant who explained how to transfer to the Royal Marsden This I have done....Needless to say the promised pack has not arrived.......If you are suffering from Queens Hospitalitis & have cancer you have the right to transfer to the Royal Marsden Hospital

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Response from Queen's Hospital

I am very sorry that your son has been kept waiting for an appointment, and that there has been such poor communication. This is unacceptable. Unfortunately it is sometimes necessary to cancel clinics due to staff sickness, or clinical emergencies, but I appreciate how distressing this can be for patients. I would be grateful if you could contact our Patient Advice and Liaison Service (PALS) with details of your son’s situation, and they will try and resolve this for you. You can contact PALS on 01708 435454 or email PALS@bhrhospitals.nhs.uk Yours sincerely, Dr Mike Gill Medical Director

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