"Urologist Appointment total disaster"

About: The Queen Elizabeth Hospital (King's Lynn)

Had an appointment with urologist on Monday checked in dead on time waited 50 minutes and had noticed the consultant I was seeing was coming out collecting their patients and I then noticed people who came in long after myself were being seen so asked the nurse on duty they went off to investigate and told me my notes had been misplaced they had returned them to the cart instead of giving them to the consultant and said won't be long , 20 minutes later 1hr 20 mins after my appointment time I asked again at a different desk and they went in saw the consultant who said give them time to look through my notes and then called me in . But that was not the end it turned out that 2 folders of my notes weren't there they had not been sent up so consultant had to do the best they could I will commend the consultant as they were fantastic considering no notes to use. I had waited since December to see this consultant and feel very let down , I'm suffering from a life long condition and to wait 5 months to see the consultant then not to be able to go into details much was really disappointing, also I had to rush through this time with consultant as my husband who bought me to the hospital needed to go to work ,

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Response from The Queen Elizabeth Hospital

Thank you for alerting us to what was obviously a very unsatisfactory and poor experience for both you and your husband. I am extremely sorry that your clinic appointment was so disorganised that it led to a long wait for you and then a rushed and inadequate consultation due to the lack of notes. It would be very helpful if you could contact me directly so that I can investigate the circumstances of what occurred on that day and look at what measures need to be put in place to stop such an incident happening again. I would also welcome the opportunity to be able to feedback to you personally what we have done in response to your posting.

Claire Roberts

Associate Director of Patient Experience

Tel: 01553 613459 or email: claire.roberts@qehkl.nhs.uk

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