"Waiting list "

About: St John's Hospital / Ear, Nose & Throat

(as the patient),

I am absolutely appalled by the level of "customer service" currently being offered to me by St John's Livingston. I am on the waiting list for ENT surgery and according to the letter they sent me I must be seen within 12 weeks. It was 6 weeks yesterday since I was placed on the list and was told they normally give 4 weeks notice of a date for surgery. So on this basis I'm assuming that my surgery will be in week 11 or 12 of my wait. This is looking like it will clash with important work commitments so I've been trying to find out when I'm likely to be seen so I can make the necessary arrangements with work.

I first rang a waiting list co-ordinator last Monday who said it was possible they wouldn't be able to see me within 12 weeks but they would get their colleague who deals with my consultants waiting list to call me back. They never rang.

Friday I rang again and the waiting list co-ordinator put me through to a colleague. I left a voicemail late morning. They never rang back.

This Monday (6 working days now since I first rang) I phone again and co-ordinator says they knows their colleague has been trying to find a date but is out of the office this afternoon. I emphasis that the lack of knowing is really getting inconvenient and it might at least be courteous to acknowledge receipt of my call. They will call me in the morning.

Tuesday morning....have they called me back.....no! ! ! !

This is nothing short of rude as far as I'm concerned. Do people not realize how stressful this is without people not returning your calls. I've been putting my life on hold until the last minute expecting to be called for surgery any time and now they tell me it might not even be within the timescales promised but I can't find out any more. If this was a business with paying customers I wouldn't be a returning for more!

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Response from Customer Relations and Feedback Team, NHS Lothian

Dear ENT patient

Firstly I apologise for the delay in responding. I am extremely sorry to hear of the issues you had and I do hope by now they have been resolved. If you are experiencing any on going issues please contact the Customer Relations and Feedback Team with your details and we will fully investigate the matter. We can be contacted on 0131 536 3370, email craft@nhslothian.scot.nhs.uk or you can write to the Customer Relations and Feedback Team at Waverley Gate, 2-4 Waterloo Place, Edinburgh, EH1 3EG.

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