"Lost in the system"

About: Royal Preston Hospital

I was referred by my GP to the ENT clinic. In November I attended an appointment at Preston Hospital ENT clinic, where it was suggested that I could suffer from sleep apnea. I was informed that I would receive a Sleep Study Machine to monitor my sleeping pattern. After that I didn't hear from them. Around December I e-mailed PALS, but they didn't reply. I phoned ENT clinic several times and left messages, but those were ignored. In January I rang PALS and was put through to ENT clinic. It was obvious that they forgot about me, so the nurse put me back on the waiting list and I received an appointment to pick up the machine 31st March. I had to change that appointment, so I rang the number on the appointment letter and rearranged it for 30th April. When I went to the appointment on 30th April, I was informed that I was not on the system and that I should have been told to ring somebody else to rearrange. This is a joke - you just can't get an appointment in this hospital. But the worst thing is that I made a formal complaint about April 30th and nobody bothered to even acknowledge it!

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Responses

Response from Royal Preston Hospital

Thank you for your feedback. We are obviously concerned to hear of your experience. Can I ask you to please contact the Customer Care Department on 01772 522793 to discuss your concerns, particularly in relation to the management of your formal complaint.

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