"Results sent to wrong address"

About: West Cumberland Hospital

I received a letter for an appointment to attend the Colposcopy clinic, when I arrived the Dr and Nurses were wonderful, attentive and kind. They confirmed my details including my address which was wrong, I corrected and advised it was my old address, I confirmed my new address and stressed that it was important to send any results to my new address. A biopsy was taken and sent away for tests. I called the Hospital after 4 weeks of waiting and was advised it could take up to 6 weeks to receive results. I waited 8 weeks (still no results) and getting more stressed and anxious by the day. I called the hospital again and was advised they couldn't help me and advised me to call Carlisle, I called them and they told me to call Whitehaven, so I called Whitehaven again the next day only to be told they couldn't give results over the phone and the Dr / Consultant was too busy to call me but they would call me the next day. They never did. I received a letter the next day on plain paper (not letter headed) with my old address scored out and my new address handwritten on the copy letter. To say I was upset and disappointed is an understatement. How could this have happened?? Especially when the initial appointment letter was sent to the correct address.

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Response from West Cumberland Hospital

We are very sorry to receive your comments and concerns via NHS Choices/Patient opinion website about your recent clinic experience at West Cumberland hospital.

We take all issues surrounding patient confidentially very seriously and it is disappointing to read that your results must have been sent to the wrong address after the initial appointment letter was sent to the correct address.

The events that you describe about our administrative process are not our usual standard and were clearly very distressing for you; being treated this way is never acceptable.

Without further investigation it is difficult to ascertain what went wrong and due to your anonymity I am unable to look into this any further at the moment.

If you are unhappy with what has happened you have the right to complain.

The PALS team (Patient Advice and Liaison Service) can help you through this process or put you in touch with the senior staff members who may be able to discuss your concerns with you.

They can be contacted on

• 01228 814008 between 8.30am and 4.30pm, Monday to Friday.

We do value your feedback and I will share this with the relevant senior staff.

Once again please accept my sincere apologies for the poor experience resulting from your visit during June, 2016.

Alison S-D

Patient Experience

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