"Issues with referral system"

About: Warrington Hospital

(as the patient),

After couple of unnecessary phone calls early on in may I was told the doctor had reviewed my referral and I would hear direct from endoscopy regarding an appointment. I kept wondering why I hadn't heard. However given the 2 times I had rang previously and time took me to get through I decided I would bypass the frustration and wait till I heard something assuming they had back log of referrals.

Today a couple of months later I receive a letter telling me I am no longer on the list as I didn't respond to my invite to book. I received no letter and now have to be re referred for the same thing. I think it time the policy is reviewed as royal mail aren't the most relying and my letter must be lost in the mail. So not only do I have to wait longer for another referral. I also have it on record as though I just didn't respond to a referral. Whilst I am told this won't affect me. It actually does affect me as I am not someone who just wouldn't respond. I would of told the department had I not wanted the referral however I never received no letter.

Given I also have other health issues this really has put me back.

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Responses

Response from Gina Coldrick, External Communications Officer, Warrington and Halton Hospitals NHS Foundation Trust We are preparing to make a change

We are really sorry to hear about your experience, can you please get in touch with our Patient Experience Team on patient.experienceteam@whh.nhs.uk or call 01925 662281 with your details and they can resolve this on your behalf. Once again we apologise for this inconvenience that this has caused.

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Update posted by bugsi (the patient)

Hi,

I think someone from the patient experience team is dealing with my issue. I would just like to suggest though that surely being sent a 2nd letter before being kicked off the list would make sense. This would allow for scope of letters which may get lost in the mail. This would prevent need for referring patients back into the system which is surely more work in the long run.

Just something to consider with regards to possible changes to the system. Also like I have said noting on patients records they have not received the letter is important from my point view as I would never just not respond to a letter.

Response from Gina Coldrick, External Communications Officer, Warrington and Halton Hospitals NHS Foundation Trust We are preparing to make a change

Thank you for your feedback, I will raise this with our Appointments and IT Teams to see if this can be implemented and let you know.

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Response from Gina Coldrick, External Communications Officer, Warrington and Halton Hospitals NHS Foundation Trust

Good Afternoon, I have spoken to our Patient Experience Team and they are asking for you to contact them again on 01925 662281 and explain that you left a comment about your appointments on Patient Opinion, as we have your complaint but not your personal details to allow us to investigate.

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Update posted by bugsi (the patient)

Hi, I have only just seen this response. Just to say I will call the patient experience team on the number provided tomorrow. I did have contact with lady from the team who emailed me asking for my details so she could investigate further. I will ring in the morning to ensure that you have my details to look into things.

Many thanks