"Michael Heal Unit - Urology - 4/5."

About: Leighton Hospital

I have decided to put this issue separate from my earlier review, as it is unfair to rate my clinic, and my sons as they are totally separate. I took my son for his appointment on 12th Feb 14, to the urology clinic. The staff were warm, and friendly. The appointment was on time, and made my son feel at ease. However I have knocked off a point due to the appointment letter. The doctor submitted the referral, which included his medical history (all of 17 months!!), and the basics such as his name/address/doctor/ date of birth. The Michael Heal unit processed this, and submitted a appointment letter addressed to a Master Unknown Clapham. I feel, as they had his medical notes, they could have at least put master Clapham, or Master W.C Clapham, as they had included his first name in the address. In the knowledge of his age, they could have even put: to the parent of master Clapham. I feel it is unacceptable to address a child as 'unknown'. He was born in a nhs hospital, and named within 10 mins of his birth. Apart from this issue, Urology was a well run, and on time clinic!

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Responses

Response from Leighton Hospital

We would like to express our thanks for highlighting this issue to us. We have looked into the process and discussed with the Appointments team and see that the referral was created by the GP via the Choose and Book System and they would have initiated the first appointment letter and the appointment booked by them. An audit trail has been conducted and this shows that your son has been known within the Trust by his full name and any correspondence received directly from Leighton Hospital should therefore be addressed accordingly. We apologise for the error on the letter on behalf of Choose & Book and apologise for any upset this has caused you. This matter will be forwarded to choose and book to review their processes. Sandra Glover, Matron, Surgery & Cancer Division

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