"Good care but poor administration"

About: Burnley General Hospital / Urology Royal Blackburn Hospital / Urology

(as the patient),

I was referred by my GP for long term repeated UTI and then my initial appointment came through fairly quickly. At BGH both the nurse and then the consultant were sympathetic, professional and put me completely at ease. I was subsequently referred for an ultrasound and an x-ray.

The appointment came though fairly quickly and during the appointment, all the staff involved with the procedures were friendly and great at answering questions and making me feel at ease with what was happening.

My consultant wrote advising me of the results saying that another appointment would be necessary as well as referral to another department as the ultrasound had shown up other abnormalities. My next appointment came through for 11weeks later but no sign of the other referral. I checked with the department concerned they were helpful but said they hadn’t received anything.

I checked with Blackburn Urology Department who said they couldn’t see any details of a referral and that it had probably been missed and in the absence of his secretary they would raise it with the consultant. Another two weeks went by and I followed it up with the consultants’ secretary who was very offhand and basically said it was in the consultants’ administration pile – no indication of the time span that it may take or apology for the delay or addressing any concerns that I may have over the delay.

Weeks of waiting even for an appointment date are stressful enough without administrative staff being uncaring and indifferent.

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Response from Royal Blackburn Hospital

Dear Catowner Many thanks for your feedback on your experience of our referral and administration systems at Royal Blackburn Hospital, and thank-you for taking the time to do so. I will make sure your concerns are passed onto the general teams, but it would be very useful if you could get in contact with me in order for me to identify the particular staff involved so that I can do so in a more focussed way. I am very pleased to hear that your clinical experience with us was really positive as we always strive to deliver safe, personal & effective care; but do appreciate this has been marred by the administration element of your care. If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Wendy Stobbs) on 01254 733716 or email me on wendy.stobbs@elht.nhs.uk. Or if you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Many thanks again for commenting and best wishes Wendy Stobbs, Senior Patient Experience Facilitator

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