"poor communications"

About: Queen Elizabeth The Queen Mother Hospital

my daughter has spent the last 8 months having treatment for breast cancer. The doctors and nurses are fantastic but the reception staff are terrible. Instead of receiving an appointment to have a wire inserted into her breast she received an abrupt phone call telling her that she was late for her appointment and to get straight to the hospital, can you believe it. The reception staff said they had sent a letter, they hadn't! It didn't stop there either, she had her last treatment on 31 Dec 2013 and was told she has to have a scan in the following 2 weeks but guess what she is still waiting as the reception staff have mislaid her notes.............. for gods sake she is only 32 and has had to endure breast cancer and now when all she wants is to get on with her life, she has to wait for incompetent receptionist to find her notes and make her an appointment so she can be given the all clear and to move on.

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Responses

Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust

Thank you for feeding back to us, I am sorry to read about your daughter's experience, especially at such a stressful time. Please do encourage your daughter to get in contact with me and we can discuss her experience by phone. My email address is Julie.pearce1@nhs.net

I will ensure that the breast service team receive your concerns so that they can re-look at the administrative processes to see what can be improved.

Thank you again for your feedback.

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