"Why is the system so seemingly inept?"

About: Cumbria Partnership NHS Foundation Trust

(as the patient),

In late January this year, I was referred to Penrith Neuro for a Consultation by my GP. The decision to use Penrith was it had the shortest waiting time, 22 days. The GP could not book the appointment on Choose and Book. I had to ring myself. I contacted Penrith later the same day, to be told that they required information from the GP before I could be issued an appointment. I was also told that if this was sent my fax, it would be the following day, as the fax machine was in another building. Or, if by post, then whenever it landed.

I rang each day. Finally over 2 months later, I could confirm that I required the appointment as the info had landed. However, I could not be issued an appointment over the phone, I would receive one in the post.

I left it a week, so the following, I contacted Penrith again, as no appointment had come through. This time I was told that I am on the waiting list and no appointment has been issued as yet.

I explained that it was over ten days since I was referred and that the waiting time back then was 22 days. I was told I would not been seen within 3 months due to the appointment waiting times.

What is the point in a Choose and Book for this service?

Why is the system so seemingly inept?

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Response from Cumbria Partnership NHS Foundation Trust

Dear Dizzy Rascal

Thank you for leaving your comments on the Patient Opinion Website regarding your experience of accessing the Neurology Service, I am sorry that you feel this hasn’t been a good experience for you. Part of the role of the Patient Experience Team within Cumbria Partnership NHS Foundation Trust is to support patients to raise and resolve any issues they have regarding the service that is provided to them or accessing the service they require.

Could you please contact the Patient Experience Team on 0800 633 5547 or email PET@cumbria.nhs.uk and we can arrange for you to discuss your concerns with the manager of the Neurology Service.

Thank you

Patient Experience Team, Cumbria Partnership NHS Foundation Trust

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