"Poor Customer Service at ENT"

About: Leicester Royal Infirmary / Ear, Nose and Throat

(as the patient),

I have been experiencing difficulty with my breathing. My GP sent a letter to ENT to get me an examination. After a few weeks I had heard nothing - so I phoned up, recieved an apology as there'd been a mix up.

Saw the Doctor in ENT and she said I needed a CAT scan as the bones in my spine might be pressing on my windpipe and larynx. This was apparently important. finally got the scan in mid August (excellent service there by the way).

Phoned a week or so later as instructed. No news but the scan had been reviewed and I could expect a letter with an appointment shortly.

Phone today (end of September) and told no news and I should try tomorrow or Monday.

Whilst I fully appreciate the demands the NHS faces, it is not an excuse. Basic communication with patients, who are by virtue of their position, powerless, would go a long way - to reduce your staff having to deal with challenging service users and reduce the strain on A&E.

Which is where I'm thinking of going right now.

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Responses

Response from University Hospitals of Leicester NHS Trust

Dear Reviewer,

Thank you for taking the time to post your feedback.

Firstly, we apologise for the long delay for responding to your comment.

We are really sorry to hear that you have experienced difficulty trying to get through to our ENT department and have received no letter with regards to an appointment.

We would like to look into your concerns, so if you are happy for us to do please email: communications@uhl-tr.nhs.uk with your name, address, date of birth and hospital number and we can investigate further with the team.

Kind regards

Communications Team

Leicester's Hospitals