"Good care but poor administration"

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.