"poor and inaccurate information"

About: Royal Lancaster Infirmary

I have had several contacts with the patient relations service (PALS) regarding issues with my treatment. It transpires that the consultants in my case did not pass information about me when I was transferred in August. Rather it was only the prompting of my GP months later that I was considered again. I am then told by PALS that because of this my waiting list time was moved from August to late January. The consultant I saw in January gave me erroneous information, saying things like I was under their care in August and had been on the waiting list from then, and that they knew of no reason why I was delayed from my initial referral in early 2014. This lack of communication is inexcusable and the inaccuracies lead me to have little to no trust in the consultants. PALS just kept refusing to admit that this was not acceptable conduct. PALS themselves gave me wholly inaccurate information regarding the sharing of my medical information. PALS stated that my information would never be given out in any form to anyone but my GP. The website of this hospital describes several cases where information would be given out without my permission and how to avoid this happening. I have subsequently changed hospitals to avoid having something serious happen to me through lack of information transfer. The biggest problem it seems is that when information is shared via email or telephone no records are made or at least accessible and hence this medical information gets hidden.

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Response from Royal Lancaster Infirmary

Thank you for taking the time and trouble to post your comment regarding the service at Royal Lancaster Infirmary. We are very sorry you have not received the care you would expect. We need some more information from you in order to investigate fully and provide you with a response, and we’d therefore ask you to contact our Patient Experience team on 01539 795497 to allow us to carry this out

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