"Appalling customer patient contact"

About: Kettering General Hospital

I had initially gone into hospital 18 November for a colposcopy, but they took a biopsy sample instead of doing treatment for further review. I received 2 leaflets, one stated the wait time for my biopsy results would be between 1-2 weeks, the second stated it would be up to 4 weeks. On the second week I rang to see if my results were in, the secretary was not available, I then rang back a day or so later, at an earlier time, the secretary was still not available. I then waited until the third week of waiting for my results, please bare in mind I have been going stir crazy with waiting for the unknown, 3 weeks is a very long time when waiting to here where your health is/any more treatment needed, on the third week I finally managed to get through to the secretary who then told me my results are in, but they haven't 'gotten around' to writing my letter, and the Dr had not 'had time' to leave notes to move my results forward. I then asked the secretary when I would actually receive my results, (again please bare in mind my results may have been sent back within the second week or before that, I just couldn't get through) her response was she would speak to the Dr and get my notes and that I may hear back later that day but most probably the next day, this gave me huge relief knowing that the following day I would finally know my results. The following day came, I rang the secretary she said the Dr had not had time to do my notes (again), and that she would call me back later that day with my results and if she called and there was no answer she would try the next day, I waited and waited, no call. I am now on the 3rd day of waiting for this call back for my results, I have been waiting for almost 4 weeks for my results and then given false hope for 3 days waiting to get them back! This is unacceptable! I understand the staff are busy but a slight bit of understanding that the patients may be struggling waiting for the unknown is not a lot to ask for. My notes should have been added the same day or following day my results were in, so the information could have been sent via letter as soon as possible. It's not fair and not right to keep someone waiting to hear what lies in store for them, I'm very disappointed and extremely upset I am being kept and made to wait because nobody is chasing it up or making sure I get the correct information as soon as possible. I am on my last day waiting, if I do not hear back today I will be making a formal complaint!

Story from NHS Choices

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


Response from Kettering General Hospital

We are very sorry that you were given the wrong expectations about your results. We will be standardising our patient information leaflets to 4-6 weeks for both procedures in future. Please accept our sincere apologies for any distress caused as a result.

  • {{helpful}} of {{total()}} people think this response is helpful