"Long wait for appointment"

About: East Surrey Hospital / Orthotics

(as the patient),

I was referred to the orthotic department at East Surrey in late November, and have been assured I was added to the waiting list in early December.

It is now late January and upon calling today a young man informed me that he has 'no idea' how long the waiting list is but it is likely to be at least 3 more months and could be longer. All he could tell me was I was on the waiting list, he could not even advise when I might expect to receive a letter telling me when my appointment would be.

In the meantime, I continue to experience up to 40 partial dislocations in my knees and ankles and feet every single day and cannot progress with any of my other physical therapies until this step is complete. This is an absolutely ridiculous system - why not at the very least send patients a letter saying when their appointment IS going to be, even if it is going to be some months away, so that they can advise their others consultants and therapists of the date and plan their ongoing therapy/treatment around that.

Frankly I feel East Surrey could not have been less helpful every time I have phoned regarding this.

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Responses

Response from Beverley Sharp, Clinical Governance Manager, First Community Health & Care CIC

Dear BendyZebra

I am sorry to hear about your your experience when contacting the orthotics department today. I would like to look into this for you. Please can I ask you to forward your details to me either by e mail to beverley.sharp@firstcommunitysurrey-cic.nhs.uk or by telephoning 01737 775450. Once I am in receipt of this information I will be able to make further enquiries on your behlaf.

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Response from Beverley Sharp, Clinical Governance Manager, First Community Health & Care CIC

Dear Bendy Zebra

Further to my response on 27th January, the orthotics department have informed me that they have since been in contact with you and arranged an appointment. I apologise that this was not offered when you originally telephoned the department. When the circumstance were looked into action was taken immediately to resolve the situation.

The department have recently reviewed how they process referrals and in future will be sending information to patients about the approximate length of time before recieving an appointment.

I thank you for bringing your concerns to my attention.

Should I be able to help any further please do not hesitate to contact me.

Beverley Sharp

Clinical Governance Manager

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