"Lost Referral Update"

About: East Surrey Hospital / Respiratory medicine

(as the patient),

Disappointed that despite 20 employees at the hospital having read my earlier feedback about the ‘Lost Referral’, no one has, as yet, seen fit to provide a response. Surely a reasonable expression of dissatisfaction by a patient warrants the earliest possible reply?

It is not a question of finding someone to blame, but of reviewing your systems and processes to identify what went wrong; what can be done to minimise the chance of it happening again; and to reassure the patient that they will not be disadvantaged as a consequence of your mistake.

Such a shame this does not appear to be important.

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Response from Linda Judge, Outpatient Services Manager, Clinical Support Services, Surrey and Sussex Healthcare NHS Trust

Dear patient

I apologise that no one has been in touch with you about your concern as this is not our usual practice.

Please could you email me with your name and contact details so I can look into the matter further and respond accordingly.

Yours sincerely

Linda Judge

Outpatient Services Manager

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Response from Cathy White, Patient Experience Lead, Patient Experience Team, Surrey and Sussex Healthcare NHS Trust

Dear Very dismayed,

Linda Judge's email is: Linda.Judge@sash.nhs.uk

Do please take the opportunity to contact her. As you rightly say in your post, we would like to take your experience as an opportunity to review how this has happened and see what can be put in place to reduce the chances of it happening again.

Kind regards,

Cathy White

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