"Have not heard back from the hospital at all"

About: Princess Alexandra Hospital (Harlow)

On 15 June 2015 I had an appointment with a consultant Obstetrician & Gynecologist for primary subfertility. I was asked to do some blood tests and a hysterosalpingogram. I received a letter a few day later saying the consultant would see me in 2 months time after all tests had been done - which to meant in mid-August.

I had the hysterosalpingogram on 27 July and on the day I was told I was going to receive a letter with tests results and would have been contacted for a further appointment.

As I expected to see the consultant again in mid August I started calling the consultant/doctor's secretary for an update. All I got in 4 weeks that I've been trying to call the number was a voicemail message saying the secretary was not at their desk and to leave a name and number and they would call me back. To date, 16 September 2015 I haven't had a call back yet. Not even a message acknowledging my messages.

I managed to get through another secretary this morning who apparently was sitting next to the one I've been trying to reach for the past month and was treated coldly, they would not put me trough and just asked for my number and name (which they already had from my many messages left!). I was told they would call me back by the end of today, but I'm pretty sceptical about it.

I am very disappointed about this service. I just want to know if the results of the test are ok and be able to speak to someone about options. I know NHS is facing constant difficulties and staff are always under pressure, I do understand that very well.

But I found staff I managed to deal with having poor customer service skills and understanding. It's already a very stressful time of my life and I think the hospital staff should know better how to deal with both urgent patients and those who just want a simple answer. Not getting back to a phone call for 4 weeks is unacceptable. Not letting someone know about their test results is unacceptable (GP would not tell me as the test was not requested by them), it's causing me a lot of anxiety. And today being dismissed that coldly like I was bothering them is unacceptable.

This is causing me more stress than I need.

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Response from Princess Alexandra Hospital

My sincere apologies for the difficulties you have had.

Please call 01279 82 70 84 and someone from the Patient Experience Team will be able available to redirect or assist.

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