"very horrible attitue"

About: University Hospital Lewisham

one months ago GP give me the the refferal letter to phone the appointment line to book appointment too see the lewisham hospital consultant to talk about the lumps on my kidney,but i call them 5 days 10 times, at the last time they told me will send the appointment letter to my house in two weeks.but two weeks later i haven't receive any letter from the hospital. then i call them again,but they says they never have my profile or records about i book that appointment 2 weeks ago,then i have to talk to them again, give me other phone number to call, let me find this person, find that person, call this number ,call that number ,take me every days spend 5 hours to wait and talk with them,keep push me to this person that person, they just refuse to solve my problem to give me appointment , let me call next week, next week call them wait another week, always next week, and very diffcult to call through ,always nobody to pick up my phone. says i am not emergency, but the GP says usually should give me appointment days in two weeks, now pass one whole months still not hearing anything.

I call the GP and to see the GP receptionist, they say let me phone the hospital again, hospital let me call GP ,GP let me call hospital ,they just push arround, waste me a lot time and energy and money , and i worry very much about my lumps on my kidney, but they treat me like this, it make me very very angry, and very worry, i felt so angry and disappoint and upset with NHS . what a horrible attitude!

i went to see GP 3 times, the same GP doctor some weeks is not there, find other doctor say they don't know what is going on? i have to see the same doctor, and i finally see the same GP doctor told them this problem , they refuse give me appointment, give me same letter to try again, the website says this referrence number is wrong, phone them, say the consultant already took off my information, make me can not book appointment, let me find the GP again, then phone GP again say is not available , have to wait other day, make me felt crazy, very simple things they make it so complex and delay and wait so long time, it's very very very very terrible.

i felt very angry and upset and big disappoint with NHS.

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Response from University Hospital Lewisham

Thank you for taking the time to give us your feedback, all feedback is extremely important to us and gives us an opportunity to improve our service. I am very disappointed and sorry to hear about your experience at University Hospital Lewisham. This is certainly not the standard of care that I would expect patients to receive.

At Lewisham and Greenwich NHS Trust we aim to provide the highest level of care at all times and I am extremely disappointed that on this occasion we did not achieve this. If you would like to discuss your concerns or if you would like to meet in person please do contact me. Jo Cleary,

Assistant Service Manager Outpatients, jo.cleary@nhs.net, 0203 192 6770

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