"Hard to get hold of the hospital to make an..."

Since the hospital changed trust its been difficult to get appointments, last time it took over 20 calls being shunted from one number to another number before I got through to the correct number. (all phone numbers have been changed since it changed trust.) When I eventually arrived they had no notes for me and I have over 30 years history with the hospital. On previous occasions they have had an old address for me which I haven't lived at for over 20 years even though I have had my current address for 6 years). They have also changed all the patient hospital numbers. Once I got to the hospital the staff were punctual and professional and I had no problems at the hospital other than no notes being available for the doctor to refer to. Prior to all this from June 2013-January 2014 I had also spent over 6 months writing, emailing and trying to call for an appointment for my husband but we had no reply from any method we tried. He was supposed to have his yearly review by October 2012 but we were sent no appointments. We contacted our GP who also couldn't get any response so in the end my husband got a referral to another hospital. (He had also been a patient at this hospital for over 30 years) I also spoke to a friend recently and she has also had problems with trying to get appointments as well. The hospital needs to sort out its phone numbers, make sure the correct ones are advertised on the website, they need to answer emails and they need to have peoples notes when they come for for their appointments.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Royal National Throat, Nose & Ear Hospital

Thank you for taking the time to feed back to us. We are very sorry to hear about the problems you've been having making appointments at the Royal Nose Throat and Ear Hospital. We would be grateful if you could contact our Patient Advice and Liaison Service (PALS) via pals@uclh.nhs.uk or by calling 0845 155 5000 ext 73042 so that we can investigate this matter further.

Updates, changes and questions related to this story