"The worst customer experience you can imagine"

About: Leeds Dental Hospital

My son wears a prosthetic ear. He has however been unable to wear the ear due to the fixings coming detached back in September 2013. Due to A level studies we have planned the operation to replace the fixings in the week commencing 17th February 2014 i.e. school half term. This was all agreed with the consultants undertaking the operation. The secretaries were charged with organising a CT scan and booking the operation. We called first week in January to ensure/remind them to do this. We called again 3rd week in January when they confirmed they had forgotten to book the scan. Having booked the scan they told us to wait 2 weeks. After 10 days without reply and with our confidence in them to do the job in tatters, we called again. They washed their hands of the problem saying they had emailed the consultant and CT department. I asked them to contact me to ensure the operation was still booked for the week 17th Feb. & 7days later I chased the department as we were no further forward. It transpired that the operation was still not in the diary as they had forgotten to do it and we remained at the hands of CT department awaiting a scan that is now irrelevant as the operation can no longer be undertaken as planned. 6 months of planning around exams and timing for when it would cause least inconvenience for my son having to expose the scars all to no avail due to the incompetence of the secretariat. The indignant and pathetic excuse being we are very busy........ I was then subjected to a guilt trip in that I was being asked to believe an oncology patient had taken precedence. A complete lie as the operation had never been in the diary in the first place. Shocking patient treatment not due to any lack of investment but down to the incompetence of employees to do their job. No solution has been proposed

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Responses

Response from Patient Experience Team, Leeds Teaching Hospitals NHS Trust

Dear Anonymous

We are very sorry to hear about your experience. We always strive to offer everyone a high quality experience and take it very seriously when we get it wrong. If you would like to discuss the issues in person, and confidentially, you can contact the Patient Advice and Liaison Service (P.A.L.S) on 0113 2067168 or email patient.relations@leedsth.nhs.uk

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