"Neglected service post septum surgery"

About: Leicester Royal Infirmary

I have received one of the poorest care and service from this department. The administration team have very poor communication, are very good at cancelling appointments without reasons and don't even communicate this with patients. I last visited the clinic in February, I was told I will need to be seen again in 4 months and will get an appointment sent out. 2months later I had received nothing, so decided to call to arrange one. On booking , I was told I'll get a letter confirming my appointment. Till date I have nothing. To ensure my appointment was still to go ahead, I contacted 2weeks from the date, when the appointment was live. 4days prior my appointment, I contacted again to confirm the appointment, only to find it had been cancelled with no valid reason of the cancellation. Now I don't even know whether I will be receiving another appointment soon enough by the clinic! I've had this happen to me on many occasions. Appointments are never sent out on time, I'm having to contact chasing appointments. The outpatients booking line is never answered! The pain and grief I've received from this department is disgusting. I'm facing on going issues with seeing the consultant for post surgery complications because appointments are not sent on time, and always being cancelled or rescheduled, with no conveyance. Disgusting service from the department. It would be useful if somebody was able to sort something out, rather than say sorry!!!!

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Response from University Hospitals of Leicester NHS Trust

Dear Reviewer,

I'm really disappointed to hear that you were unhappy with the level of care and service provided at our ENT clinic at the Royal recently. I would like to investigate your complaint further, so if you are happy for me to do so, please email myself, Patricia Bingley, General Manager: patricia.s.bingley@uhl-tr.nhs.uk and I can look into this in further detail for you.

Thank you for taking the time to review our service. Your feedback is really important to us.

Kind regards,

Patricia Bingley,

General Manager Ear, Nose & Throat

Leicester's Hospitals